Difference between revisions of "Request List"
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{{bullet2|Refresh Rate|Each Service Manager user has the ability to select how often their request list is automatically refreshed. This is a per user setting so that each individual can have their own refresh interval. Setting this to 0 will disable the refresh.}} | {{bullet2|Refresh Rate|Each Service Manager user has the ability to select how often their request list is automatically refreshed. This is a per user setting so that each individual can have their own refresh interval. Setting this to 0 will disable the refresh.}} | ||
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==List== | ==List== | ||
=== Sorting === | === Sorting === | ||
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* Click a second time and the sort order is reversed | * Click a second time and the sort order is reversed | ||
* The column on which the list is currently sorted by will have the column's name highlighted in blue, with an arrow showing whether the order is ascending or descending. | * The column on which the list is currently sorted by will have the column's name highlighted in blue, with an arrow showing whether the order is ascending or descending. | ||
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===Scrolling=== | ===Scrolling=== | ||
A maximum of 50 requests are loading onto the list at a time. If you have more than 50 these will automatically load as you scroll down the list. By not loading every request at one time, the performance is improved. | A maximum of 50 requests are loading onto the list at a time. If you have more than 50 these will automatically load as you scroll down the list. By not loading every request at one time, the performance is improved. | ||
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+ | {{Section| | ||
===Multi-Select Options=== | ===Multi-Select Options=== | ||
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:* '''Cancel''' | :* '''Cancel''' | ||
:: cancel the requests. | :: cancel the requests. | ||
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===Colour Coding=== | ===Colour Coding=== | ||
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{{bullet1|White|Requests where all the updates have been read by the Owner.}} | {{bullet1|White|Requests where all the updates have been read by the Owner.}} | ||
{{bullet1|Grey|Requests which are currently on-hold.}} | {{bullet1|Grey|Requests which are currently on-hold.}} | ||
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+ | {{Section| | ||
=== On-hold Requests === | === On-hold Requests === | ||
Any request that has been put on hold can be displayed in a different format from the active requests. There are three choices for the display of on-hold requests. | Any request that has been put on hold can be displayed in a different format from the active requests. There are three choices for the display of on-hold requests. | ||
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This display can be set in the Admin portal using the Service Manager setting '''webapp.view.ITSM.serviceDesk.requests.list.onHoldFontStyle''' | This display can be set in the Admin portal using the Service Manager setting '''webapp.view.ITSM.serviceDesk.requests.list.onHoldFontStyle''' | ||
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+ | {{Section| | ||
=== Last Updated By === | === Last Updated By === | ||
This field can be added to the request to help identify who last updated the request. These can also colour coded to help quickly identify if the update was done by a customer, support person, or an automatic update. | This field can be added to the request to help identify who last updated the request. These can also colour coded to help quickly identify if the update was done by a customer, support person, or an automatic update. | ||
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{{bullet1|webapp.view.ITSM.serviceDesk.requests.list.lastUpdateByColor.system|Colour to use as background of updated by when user is a system user}} | {{bullet1|webapp.view.ITSM.serviceDesk.requests.list.lastUpdateByColor.system|Colour to use as background of updated by when user is a system user}} | ||
{{bullet1|webapp.view.ITSM.serviceDesk.requests.list.lastUpdateByColor.customer|Colour to use as background of updated by when user is a customer}} | {{bullet1|webapp.view.ITSM.serviceDesk.requests.list.lastUpdateByColor.customer|Colour to use as background of updated by when user is a customer}} | ||
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+ | {{Section| | ||
===Service Level Indicators=== | ===Service Level Indicators=== | ||
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{{infobox|The ''Request List'' does not include Closed or Cancelled requests when using the standard [[Request_List_Filters|Filters]]. Closed and Cancelled Requests can only be accessed by creating a [[Request List Views|View]] or by using the [[Global Search for Requests]]}} | {{infobox|The ''Request List'' does not include Closed or Cancelled requests when using the standard [[Request_List_Filters|Filters]]. Closed and Cancelled Requests can only be accessed by creating a [[Request List Views|View]] or by using the [[Global Search for Requests]]}} | ||
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[[Category:Service Manager]] | [[Category:Service Manager]] |
Revision as of 23:45, 3 October 2022
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