Difference between revisions of "Request List"

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{{breadcrumb|[[Main Page|Home]] > [[Service Manager]] > Request List|Service Manager}}
 
{{breadcrumb|[[Main Page|Home]] > [[Service Manager]] > Request List|Service Manager}}
 
{{Section|
 
{{Section|
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[[File:requestlist.png |right|link=https://wiki.hornbill.com/images/a/a2/Requestlist.png|Request List]]
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==Introduction==
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The Request List provides the visibility and management of the different request types in Service Manager.  This includes Incidents, Service Requests, Problems, Known Errors, Changes, and Releases.  Each member of the Service Desk will use the request list to manage their queues. The requests available to each user is determined by the roles and teams that a user belongs to, in conjunction with the Services their teams support.|
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The Request List provides the visibility and management of the different request types in Service Manager.  This includes Incidents, Service Requests, Problems, Known Errors, Changes, and Releases.  Each member of the Service Desk will use the request list to manage their queues. The requests available to each user is determined by the roles and teams that a user belongs to, in conjunction with the Services their teams support.
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<br><br>
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[[File:requestlist.png|800px|center|border|link=]]|
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{{rightBox|In This Article|
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:* [[#Toolbar|Toolbar]]
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:* [[#Sorting|Sorting]]
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:* [[#Scrolling|Scrolling]]
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:* [[#Multi-select Options|Multi-select Options]]
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:* [[#Colour Coding|Colour Coding]]
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:* [[#On-hold Requets|On-hold Requests]]
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:* [[#Last Updated By|Last Updated By]]
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:* [[#Service Level Indicators|Service Level Indicators]]
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}}
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{{rightBox|Related Articles|
 
{{rightBox|Related Articles|
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:* [https://docs.hornbill.com/servicemanager-config/advanced-tools-and-settings/application-settings#request-list-settings Request List Settings]
 
:* [[Service Manager Request Types|Request Types]]
 
:* [[Service Manager Request Types|Request Types]]
 
:* [[Service Portfolio]]
 
:* [[Service Portfolio]]
 
}}
 
}}
 
}}
 
}}
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{{Section|
 
==Tool Bar==
 
==Tool Bar==
  
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:* '''[[Request List Filters | Filters]]'''
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{{bullet1|[[Request List Filters | Filters]]|Quickly filter your list to find and view requests}}
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:* '''Advanced Search'''
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{{bullet1|[[Request List Views | Views]]|Create and select configurable your own lists of requests}}
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:: Use the advanced search option to filter the requests based on multiple definable conditions.  Once Conditions are set use either the search option to filter the results and or saved the search as one of your views.
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{{bullet1|[[My Dashboards]]|View a list of charts that are created using Views}}
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:* '''[[Request List Views | Views and Charts]]'''
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{{bullet1|[[Home View]]|Set your starting point that is displayed when you first open the Request List}}
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:* '''[[My Dashboards]]'''
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{{bullet1|[[Export List]]|Export the list that you are currently viewing to a CSV file}}
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:* '''[[Home View]]'''
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{{bullet1|Configuration|}}
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:* '''[[Export List]]'''
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{{bullet2|[[Column Selector|Customize Columns]]|Each Service Manager user has the ability to select which columns are visible on the request list. This is a per user setting so that each individual can have their own list. This allows a user to display the information which is most important for them and the role that they have.}}
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:* '''Configuration'''
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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.}}
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:* '''[[Column Selector]]'''
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|}}
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:: Each Service Manager user has the ability to select which columns are visible on the request list. This is a per user setting so that each individual can have their own list. This allows a user to display the information which is most important for them and the role that they have.  
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{{TOP}}
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:* '''Request List Refresh'''
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{{Section|
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:: 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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== Sorting ==
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Each column within the list can be sorted in both descending and ascending order by clicking on the column header.  Arrows next to each column header indicate the currently applied order.
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==List==
 
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=== 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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<br>
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===Scrolling===
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[[File:columnordering.png|center]]
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|}}
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{{TOP}}
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{{Section|
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==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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|}}
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===Multi-Select Options===
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{{TOP}}
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{{Section|
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==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'''  
 
:* '''Cancel'''  
 
:: cancel the requests.
 
:: cancel the requests.
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|}}
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===Colour Coding===
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{{TOP}}
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{{Section|
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==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|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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|}}
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=== On-hold Requests ===
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{{TOP}}
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{{Section|
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== 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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|}}
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=== Last Updated By ===
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{{TOP}}
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{{Section|
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== 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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|}}
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===Service Level Indicators===
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{{Section|
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{{TOP}}
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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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|}}
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{{TOP}}
 
[[Category:Service Manager]]
 
[[Category:Service Manager]]

Revision as of 22:45, 3 January 2024

Home > Service Manager > Request List Index

Introduction

The Request List provides the visibility and management of the different request types in Service Manager. This includes Incidents, Service Requests, Problems, Known Errors, Changes, and Releases. Each member of the Service Desk will use the request list to manage their queues. The requests available to each user is determined by the roles and teams that a user belongs to, in conjunction with the Services their teams support.

Requestlist.png

Tool Bar

Quickly filter your list to find and view requests
Create and select configurable your own lists of requests
View a list of charts that are created using Views
Set your starting point that is displayed when you first open the Request List
Export the list that you are currently viewing to a CSV file
  • Configuration
Each Service Manager user has the ability to select which columns are visible on the request list. This is a per user setting so that each individual can have their own list. This allows a user to display the information which is most important for them and the role that they have.
  • 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.

(Top of Page)

Sorting

Each column within the list can be sorted in both descending and ascending order by clicking on the column header. Arrows next to each column header indicate the currently applied order.

  • Click once on the column name to sort in descending order
  • 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.


Columnordering.png

(Top of Page)

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.

(Top of Page)

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.

When multiple requests are selected you will be able to:

  • Assign
assign the requests to another team or analyst.
  • Boards
add the requests to one of your boards or a board that you have permissions to access. Select the Board, and the specific list on the Board, to which you wish to add the requests.
  • Update
apply an update to multiple requests at once.
  • Priority
set the priority including an escalation reason.
  • Resolve
resolve the requests. A resolution reason must be provided.
  • Cancel
cancel the requests.

(Top of Page)

Colour Coding

  • Yellow
Requests which have been updated by anyone but the owner of the request, and the owner has not yet read the update.
  • webapp.view.ITSM.serviceDesk.requests.list.unreadColour
The default colour is set to Yellow, however the colour can be changed globally using this system setting in the admin console
  • Available alternative colours
Alice Blue, Beige, Blanched Almond, Honeydew, Khaki, Light Cyan, Light Yellow, Pale Turquoise, White
  • White
Requests where all the updates have been read by the Owner.
  • Grey
Requests which are currently on-hold.

(Top of Page)

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.

  • Bold
  • Italic (default)
  • Opaque

This display can be set in the Admin portal using the Service Manager setting webapp.view.ITSM.serviceDesk.requests.list.onHoldFontStyle

(Top of Page)

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.

Select your colour using the following Service Manager settings. By default, the colours are turned off.

  • webapp.view.ITSM.serviceDesk.requests.list.lastUpdateByColor.analyst
Colour to use as background of updated by when user is an analyst
  • webapp.view.ITSM.serviceDesk.requests.list.lastUpdateByColor.system
Colour to use as background of updated by when user is a system user
  • webapp.view.ITSM.serviceDesk.requests.list.lastUpdateByColor.customer
Colour to use as background of updated by when user is a customer

(Top of Page)

Service Level Indicators

Response and Fix timer indicators can be displayed on the request list by exposing the SL column from the column selector.

  • Clear - timer not in use
  • Green - met
  • Blue - ongoing
  • Red - breached and still open
Information
The Request List does not include Closed or Cancelled requests when using the standard Filters. Closed and Cancelled Requests can only be accessed by creating a View or by using the Global Search for Requests

(Top of Page)

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