Request List

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

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

Tick the check box next to the Requests you want to apply the same update to.

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.

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.