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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{{Section| | {{Section| | ||
− | + | == Sorting == | |
− | |||
* Click once on the column name to sort in descending order | * Click once on the column name to sort in descending order | ||
* 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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{{Section| | {{Section| | ||
− | + | ==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| | {{Section| | ||
− | + | ==Multi-Select Options== | |
By manually selecting one or more check boxes in each row or using the select and Shift key to select multiple check boxes in one go, some options are provided which can be applied to each of the selected records. | By manually selecting one or more check boxes in each row or using the select and Shift key to select multiple check boxes in one go, some options are provided which can be applied to each of the selected records. | ||
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:: cancel the requests. | :: cancel the requests. | ||
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{{Section| | {{Section| | ||
− | + | ==Colour Coding== | |
{{bullet1|Yellow|Requests which have been updated by anyone but the owner of the request, and the owner has not yet read the update.}} | {{bullet1|Yellow|Requests which have been updated by anyone but the owner of the request, and the owner has not yet read the update.}} | ||
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{{bullet1|Grey|Requests which are currently on-hold.}} | {{bullet1|Grey|Requests which are currently on-hold.}} | ||
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{{Section| | {{Section| | ||
− | + | == 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| | {{Section| | ||
− | + | == 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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{{Section| | {{Section| | ||
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+ | ==Service Level Indicators== | ||
Response and Fix timer indicators can be displayed on the request list by exposing the '''SL''' column from the column selector. | Response and Fix timer indicators can be displayed on the request list by exposing the '''SL''' column from the column selector. | ||
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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]] |