View Request Details

The request details page contains all the details relevant to a request. The request details are structured to help technicians access information instantly. Each element in the request details page is tailor-made to simplify the daily work of technicians within ServiceDesk Plus Cloud. The details page also enables technicians to perform actions on the request.

To access the request details page, go to Requests and select the subject of a request.

The details page is divided into three sections with a clear, prioritized display of fields:

• Header
• Canvas
  • Conversations
  • Details
  • Tasks
  • Checklists
  • Resolution
  • Reminders
  • Approvals
  • Worklog
  • Time Elapsed Analysis
  • History
• Right Pane

Header 

The synopsis of the request such as request subject, requester, and priority are displayed on the header. Technicians can also perform quick actions from the header such as replying to the request, forwarding the request, or adding a note to the request.

If the requester is a VIP user, the requester name is marked with .

If the request was raised by the requester for another user, the  icon will be added beside the requester name.

You can also track other technicians are viewing a request at the same moment using the  . Click the icon to view the details of technicians active on a request. Know more.

Technicians can perform the following actions from the toolbar above the header on the request details page:

• Edit request
• Close request
• Cancel request
• Pick up request
• Assign request
• Print request

Canvas 

The request details are compartmentalized in various request tabs. The selected tab is expanded in the canvas.

Conversations - Messages exchanged between a technician and a requester via emails and notes are appended here. Know more.

Details - View the complete details of the request as configured in the Add Request form. You can edit the request details from this tab.

Tasks - View tasks created in the request. You can directly add tasks or add tasks from templates, delete existing tasks, and also organize tasks. Know more.

Checklists - To-do lists associated with the request template are displayed here. Technicians can use checklists for reference while resolving a request.

Technicians with Edit Request Checklist permissions can perform the following actions:

• Enter the value in checklist items to complete the checklist.

• To exclude irrelevant checklist items, hover over an item and click . The excluded item will be displayed as strikethrough text.

• You can include the excluded checklist item by hovering over the item and clicking .

• Hover over a checklist item and click to track the user who updated the item and the time of update. If the checklist item value is removed, the last updated user and time details will also be removed.

• Hover over a checklist and click > Edit to make changes to the checklist.

Besides the above actions, any technicians can perform the following actions:

• Filter checklists based on the status. Click the checklist item filter drop-down and select an option: All Checklists, Completed Checklists, or Incomplete Checklists.

• Search checklists based on the checklist title. Enter the search term in the search bar.

Technicians with Add/Delete Request Checklist permissions can perform the following actions:

• Create a new checklist. Learn more.

• Associate existing checklists.

• Delete checklists. Hover over a checklist and click > Delete to remove the checklist from the request. Deleting a checklist will not delete the checklist items.

Resolution - Document information on how an issue was resolved for future reference. The resolution is a part of the knowledge base that comes in handy for the requesters, looking to resolve the issues they handle.

• Use the Search Solutions button to copy an existing solution to resolution. The solutions will be copied along with attachments.
• To add a resolution, enter the information in the content box.
  • By default, the content text box is in Rich Text Mode. In this mode, you can add images, embed videos, links, emoticons, and formatting to your text.
  • To add simplistic information, you can switch to Plain Text Mode by clicking on the right corner.
  • Click  to apply your personalized formatting to the solutions.
  • You can expand the text editor to full screen by clicking .
• You can modify the request status after adding the resolution. Depending on the status selected, you might have to provide the necessary information.
• Add file attachments to the resolution for increased clarification.
• Record the time spent on developing the resolution as a work log to the request. Enable Add worklog and enter the worklog details as explained here.
• Click Save. To add the resolution to knowledge base, click Save and Add to Solutions.

Reminders - Track pending activities specific to the request as digital reminders. The reminders added here are also displayed under Home > Reminders. Learn how to add and manage reminders.

Approvals - In some cases, requests might require approvals from stakeholders before proceeding with resolving them. Approvals can be added in the details page or from the template.Learn about adding different stages of approvals.

Delegate Approvals

Approval delegation allows you to assign a user on your behalf to approve a request. After delegating the request, you cannot approve/reject it. However, you can revert the delegation and take action if the approval is pending. To delegate an approval, SDAdmins must enable permission under Setup > Automation > Delegation. Click here to learn more.

• Click  beside the approval comment.

• Select a user from the drop-down list and click Delegate. The backup approver cannot reassign the approval request. They can either approve or reject it.

• To revert delegation, click Revoke Delegation below the approval comment.

The backup approver will be notified when the delegated approval is revoked. To configure revoke notification, navigate to Setup > Automation > Notification Rules > Other Notifications. Under delegation notifications, enable Notify backup approver when the delegated approval is revoked.

You can also delegate approvals from My Pending Approvals  in the header menu and the approval link received via email.

Work Log - Estimate the cost of time spent on a request. Learn more.

Time Elapsed Analysis - Review the Time Elapsed Analysis report of the request. The time elapsed details of Status, Group, and Technicians are shown. See the screenshot below for a sample Time Elapsed Analysis report.

History - View the request history from the time of its creation. The details displayed here are in ascending order, with the earliest performed action shown at the top of the page, and the latest action at the bottom. Learn more.

Right Panel

An outline of the essential request details is listed in the right pane. This helps technicians quickly assess the request without having to search through details in all request tabs.

You can perform multiple actions from the right pane:

• Quick-update status, priority, and technician.
• View the number of tasks, checklists, or reminders associated. Click the count icon to navigate to the respective tab.
• Upload attachments, track approval status, responded time, and due by time.
• Initiate the worklog timer to notify technicians that you are working on the request.
• Associate changes, projects, and releases related to the request.
• Associate purchase orders related to the request.

Remote Connection

You can take remote sessions of user machines using the Remote connection option in the right pane.

Enter the email and click invite.

An invitation email will be sent to the respective user. Upon their confirmation, you will be able to take remote sessions on their machine.

Link Requests   

All other requests linked with the selected request are displayed.

• Click Attach to link this request with other requests.
• Click Detach to delete the associated request.

Associate Problems   

The problem associated with the request is displayed.

• Click Search to find an existing problem to associate with the request.
• Click Add to create a new problem to associate with the request.
• Click Detach to delete the associated problem.

Change Caused by Request   

You can view the change that was caused by the request or create a new association.

• To create a new association with an existing change, click Search and then select an existing change and click Associate.
• To create a new change and associate it, click New and review the details copied from the request in the New Change form and click Save.
• To remove the association, click Detach against the change.

Associate Projects

The project associated with the request is displayed. Click Search to find an existing project to associate with the request.

Tags 

Index the request with related keywords. Tags can be used to fetch similar requests. Learn more.

View Requester Details 

View requester details such as name, employee ID, site, or reporting manager. You can also track their assets, previous requests, and initiate remote connection with the requester.

Announcements

From the announcements tab, you can add announcements for that particular request and inform users and technicians.