Request List

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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, and Changes. 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.

Tool Bar

• Filters
• Views and Charts
• My Dashboards
• Home View
• Export List
• Configuration

• Column Selector

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.

• Request List Refresh

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.

List

Sorting

• 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.

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.

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.

• Assign - When multiple requests are selected, an Assign option will appear in the Request List menu options. From this option assign the requests to another team or analyst.
• Boards - When multiple requests are selected, a Boards drop down option will appear in the Request List menu options. From this option select the Board, and specific List on the Board, which you wish to add the requests too.

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.
• White - Requests where all the updates have been read by the Owner.
• Grey - Requests which are currently on-hold.

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

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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.