---
title: "Service Request Details"
slug: "service-request-details"
updated: 2026-01-05T06:56:46Z
published: 2026-01-05T06:56:46Z
canonical: "help.symphonysummitai.com/service-request-details"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Request Details

You can view, or modify the general details of a Service Request (SR), maintain user logs and Workgroup logs, establish Parent and Child relationship, type in additional information as configured by the Administrator, add Partner, click **TRANSFER** to transfer Incidents Information and Checklist, and see other related Incidents or Change Records (CRs).

To view or update Service Request details, perform the following steps:

1. View or update the Service Requests assigned to your Workgroup or assigned to you.
2. On the **SERVICE REQUEST LIST** page, click the **Filters** icon on the **ACTIONS** panel and select the appropriate filter options to view the list of Service Requests.
3. Select the **SR ID** of the SR that you want to view or update. The basic information about the SR is displayed in the left column of the **SERVICE REQUEST DETAIL** page.
4. View the Service Request details or make the required changes. For more information about the fields under the various tabs of the **SERVICE REQUEST DETAIL** page, see Field Description.
5. Click **SUBMIT** to save the changes.

#### Changing SR Status

The status of the SR in green color indicates the current status of the SR. To change the status of the SR, click the appropriate status, and then click **SUBMIT**.

#### Scheduling SRs

You can schedule SRs by specifying the **Schedule Date** under the **GENERAL** tab of the **SERVICE REQUEST DETAILS** page. For more information about scheduling SRs, see **GENERAL** tab.

#### SR Routing

An SR with a configured User Group in the Approval Matrix is sent to an Approver who is at the same location as the User.

#### SR Approval Process - VIP Users

If a VIP User is configured as an Approver for a SR, the SR directly goes to the VIP User for approval and the other levels of approval are skipped unless there is a User Group in the Approval Matrix.

#### SR Notifications for Status Change

When a SR is requested for a Service Catalog with a configured User Group Approver in the Approval Matrix and if an Approver from the User Group changes the status of the SR to Approve, Reject, or Forward To, the other Approvers of the User Group receive an e-mail notification about the status change.

## Various Sections of the Page

This section explains the various sections of the **Service Request Detail** page. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sr detail.png) Figure: Service Request Detail Page

#### Section 1

On clicking the down-arrow next to the SR number, you get a submenu, **Create Change Record**, see **Creating Change Records (CRs)** in Service Management.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/11(7).png)Figure: Service Request Detail

#### Section 2

Following are the icons in this section that you can use to perform specific actions:

| **Field** | **Description** |
| --- | --- |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/servicerequestdetails.doc-image-mkcaey3m.jpg) | Click this icon to display **CALLER DETAILS** pop-up page. You can view general details and additional information about the Caller. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/caller details.png)Figure: CALLER DETAILS pop-up page > [!NOTE] > Note > > By clicking Caller Name also the users can view the **CALLER DETAILS** pop-up page. |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/servicerequestdetails.doc-image-2a0b24cz.jpg) | Click this icon to display the Address Book from where you can select the e-mail ids of the users who should get e-mails related to the updates of the SR. |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/servicerequestdetails.doc-image-s39ltmct.jpg) | Click this icon to select the notification method (Example: E-mail, Phone, Chat, SMS) by which the selected set of users are notified about any updates about the SR. |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/servicerequestdetails.doc-image-8v8zuwmc.jpg) | Click this icon to start a chat with the End User. An e-mail is sent to the End User. The End User can click the chat link from the mail and start chatting with you. |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/servicerequestdetails.doc-image-7kshkckh.jpg) | Click this icon to view the chat history details associated with the Service Request. Viewing chat history for SRs is exactly same as viewing chat history for Incidents (see: **Viewing Chat History**). |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/servicerequestdetails.doc-image-292w4fqs.jpg) | Click this icon to view the Category-wise distribution of the SRs logged by the user. For more information about **USER SERVICE REQUEST HISTORY** page. |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/servicerequestdetails.doc-image-0a5fauyq.jpg) | Click this icon to request a Remote Desktop Sharing session. For more information about **REMOTE DESKTOP SHARING** page. |
| Logged By User Name | Click the **Logged By** **User Name** link to display the **Caller Details** pop-up page. On the **USER DETAILS** pop-up page, you can view general details and additional information about the User. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/user details.png)Figure: User Details pop-up page |
| Attachments | Click the **Upload** icon, choose the file you want to attach and click Open. Click **Submit**. > [!NOTE] > Note > > - The User can upload an attachment (file, image, or screenshot) with the same name for the second time or multiple times. The application saves both the old and new attachments. > - The End User can view the uploaded attachments on the **Service Request Details** page (**Request** > **User** >**My** **Service** **Requests**). |

#### Section 3

This section displays the possible status values of an SR. The current status of the SR is indicated with a green highlight color. You can also change the status of the SR.

#### Section 4

These are the various tabs available on the **SERVICE REQUEST DETAIL** page.

> [!NOTE]
> Note
> 
> - The orange color dot on the tab indicates that relevant information is available under the tab.
> - The numbers on the **CHECKLIST** tab indicates the number of tasks you need to perform before resolving an SR.
> - The numbers on the **RELATIONSHIP** tab indicates the number of records (Incidents, Service Requests, Change Records, and so on) to which the SR is related.
> - The asterisk mark on the tab indicates that there are some mandatory fields, which are not filled in.

For more information about the fields under these tabs, see Field Description.

#### Section 5

This section displays the various actions that you can perform on the **SERVICE REQUEST DETAIL** page, see [**ACTIONS**](/apex/docs/service-request-details#actions).

#### Field Description

The following table describes the fields on the **SERVICE REQUEST DETAIL** page.

**General**

You can provide general information about the Service Request (SR) under the **GENERAL** tab. You can provide details about the SR, such as Workgroup, assigned Analyst, response time, solution, and so on.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/general(12).png)Figure: General

The following table describes the fields under the **GENERAL** tab:

| **Field** | **Description** |
| --- | --- |
| **CLASSIFICATION** |
| Urgency | Search and select the Urgency level from the list to indicate the Urgency level for the SR. |
| Priority | Search and select the Priority from the list to indicate the Priority for the SR. |
| Impact | Search and select the Impact from the list to indicate the Impact of the SR. |
| Classification | Lists the various Classifications under which the SR can be considered for resolution. To select the Classification, click the **Search** icon. The Classification list page is displayed. You can use the **Expand** icon to view the Sub-classifications in the **Classification** tree. Select a Classification that you want to associate with the SR. |
| Category | Lists the various Categories under which the SR can be considered for resolution. To select the Category, click the **Search** icon. The Category list page is displayed. You can use the **Expand** icon to view the Sub-categories in the Categories tree. Select a Category that you want to associate with the SR. |
| **ASSIGNMENTS** |
| Workgroup | Select the Workgroup to which you want to associate the SR. |
| Schedule Date | Click the **Calendar** icon to select the scheduled date and time for the SR (scheduling SRs). |
| Assigned To | Select the Analyst to whom you want to assign the SR. Click the **Analyst** icon to view the workload of the Analyst. It displays the number of SRs and Work Orders assigned to the selected Analyst along with their status in the Analyst Workload pop-up. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/servicerequestdetails.doc-image-j9dh98yf.jpg) Figure: Analyst Workload pop-up Following statuses are available in the **Availability Status** drop-down field on the **MY PROFILE** page. - Online (Green) - Offline (Grey) - Away (Amber) For more information, see **Viewing and Updating Your Profile Details** in SummitAI Platform**.** #### Online By default, after a successful login into the Application, the **Availability Status** is auto-set to Online and a green dot is displayed on the **Profile** icon. A different status is displayed when the Analyst modifies it to another status. Note: The **Availability Status** of an Analyst is Online when the Analyst is logged into the Application using the SummitAI Mobile App. #### Away The Away status is displayed on the **Profile** icon in the following scenarios: - The Analyst manually changes the **Availability Status** to Away on the **MY PROFILE** page. - Analyst is logged in, however, the Analyst's session is auto-timed out by the Application or forcefully timed out. #### Offline The **Offline** status is displayed on the **Profile** icon in the following scenarios: - The Analyst is not logged into the Application on the current day (today). - The Analyst manually changed the **Availability Status** to Offline on the **MY PROFILE** page. - When the Analyst logs off from the Application manually. |
| Service Window | Search and select the required Service Window from the drop-down list. |
| Response SLA | Displays the Response SLA date and time. - **Deadline**: Displays the response date and time that is calculated based on the Priority and SLA details of a SR. - **Actual**: The time is updated automatically in this field, whenever an SR is assigned to an Analyst. |
| Resolution SLA | Displays the Resolution SLA date and time. - **Deadline**: Displays the resolution deadline in terms of date and time, which is calculated based on the Priority and SLA details of a SR. **Note:** If you change the status to Pending, the date and time values are cleared. The SLA clock stops when the SR status is changed/updated to pending. - **Actual**: Displays the resolution date and time of a SR, whenever the status of SR is changed to Resolved. |
| Violation | Displays the SLA status for both response and resolution time as violated or not, Yes or No. If the value is Yes, the Violation Reason must be provided. |
| Asset Details | The Asset details are displayed in a grid format under the General tab of the Service Request details page. In the General tab, scroll down to the bottom of the screen to Asset Details section where all details of the assets are displayed in a grid format. (Following is a sample screenshot) Use the vertical and horizontal scroll bar to view the asset details in the grid. |
| **SOLUTION:** This section is displayed only for a resolved SR. |
| SOLUTION | Type-in the solution for the resolved SR. |
| RESOLUTION CODE | Select the Resolution Code for the SR. |
| CLOSURE CATEGORY | Select the Closure Category for the SR. Click the **Search** icon to select the Closure Category. |

**Communication**

You can share the user log with the End User as comments under **COMMUNICATION** tab. These comments are sent to the End User and to the default and specified CC e-mail members automatically through an e-mail when you click the **SUBMIT** button. The Private Log information is shared with the other team members or the members of other Workgroups through an e-mail. Also, the follow-up can be recorded based on the number of times the End user followed-up with Analyst.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/communication(3).png)Figure: Communication

The following table describes the fields under the **COMMUNICATION** tab:

| **Field** | **Description** |
| --- | --- |
| User Communication | Type in the SR information that you want to share with the End User through an e-mail. |
| Private Log | Type in the SR information that you want to share with other members of your team or the members of other related Workgroups. Whenever you type in information in this section, an e-mail is sent to all the team members of the Workgroup. These e-mails are not sent to End Users or Callers. When you reply to an escalation e-mail, the reply is updated here and an e-mail is sent to all the team members of the Workgroup and the Workgroup Owner. |
| Actual Efforts | You can log in the actual effort required for the Service Request. |
| Analyst Internal Communication | Type in the Service Request information that you want to share with other members of your team or the members of other related Workgroups. Whenever you type in information in this section, an e-mail is sent to all the team members of the Workgroup. These e-mails are not sent to End Users or callers. When you reply to an escalation e-mail, the reply is updated here and an e-mail is sent to all the team members of the Workgroup and the Workgroup Owner. |
| **FOLLOW-UP DETAILS** |
| Record End User Follow-up | If this check box is selected, the number of times the End user followed-up with Analyst is recorded. |
| Follow-up Count | Displays the total number of Follow-up Count. |
| Remarks | Specify the follow-up Remarks. |
| **ATTACHMENTS** | Click the **Upload** icon, choose the file you want to attach and click Open. Click **Submit**. > [!NOTE] > Note > > - The User can upload an attachment (file, image, or screenshot) with the same name for the second time or multiple times. The application saves both the old and new attachments. > - The End User can view the uploaded attachments on the **Service Request Details** page (**Request** > **User** >**My** **Service** **Requests**). |

> [!NOTE]
> Note
> 
> - Updating the Private Log and User Communication is mandatory if the SR is assigned to a different Workgroup or status of the SR is changed.
> - When the user updates the Service Request through the e-mail, the update is displayed in the **USER COMMUNICATION** section.

**Checklist**

There may be a list of actions you need to perform before resolving an SR. Under the **CHECKLIST** tab, you can verify these actions (if configured by the Administrator) and complete them before resolving the SR. Based on what action is taken on the Task, update the **Task Status** and provide your remarks in the **Remarks** text box.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/checklist(3).png)Figure: Checklist

**Relationship**

You can link related Incidents, Problem Records (PRs), Assets, CIs, Events, and so on to the SR or allocate Assets to the user based on the SR, using the **Link** list under the **RELATIONSHIP** tab. You can also create new Incidents, Change Record, Work Order or Purchase Request and link to the SR using the **Create** list.

To link any module to a Service Request:

1. Click the module name on the **Link** dropdown list. The **RELATIONSHIP** pop-up page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/link(3).png)

Figure: Link Relationship
2. Enter the required details and click **SEARCH**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/rela(2).png)

Figure: Example of Relationship search filters
3. Select the record to be linked and click **Link**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/link inc.png)

Figure: Example of Relationship search result
4. The linked record is displayed under the **RELATIONSHIP** tab. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/list(9).png)

Figure: Relationship Linked List

> [!NOTE]
> Notes
> 
> - You can link Procurement (Purchase Request) to a SR, if it is configured in Application Settings and for the Service Catalog (See **Creating Service Catalogs** in Service Management).
> - E-Procurement module is not a part of Service Management module. When you link Procurement (Purchase Request), click on the Purchase Request to view the details.

To Allocate Assets to a User from a Service Request, perform the following steps:

1. Click **Allocate Asset** on the **Link** drop-down list. The **RELATIONSHIP** pop-up page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/asset_allocate.jpg)

Figure: Asset Relationship
2. Specify the required details and click **SEARCH**.
3. Select the required Assets and click **ALLOCATE**. The **ALLOCATE ASSET** pop-up page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/allocate_asset(1).jpg)

Figure: Allocate Asset
4. Specify the required details and click **SUBMIT**. The Asset is allocated to the Caller of the SR. After the Asset is allocated, the Allocated Asset is displayed under the **RELATIONSHIP** tab. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/relation_summit.jpg)

Figure: User Asset

> [!NOTE]
> Note
> 
> The option Allocate Asset is available in the **Link** drop-down list if it is configured in the selected Service Catalog. For more information about creating Service Catalogs, see **Creating Service Catalogs** in Service Management.

**Vendor Information**

You can provide details about any external vendor who is related to the SR under the **VENDOR INFORMATION** tab. You can add or view details of the external support where an external vendor or partner is involved. The external support details are not shared with the End User, but is added here for your reference.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/vendor.jpg)

Figure: Vendor Information

The following table describes the fields under the **VENDOR INFORMATION** tab of the **SERVICE REQUEST DETAIL** page:

| **Field** | **Description** |
| --- | --- |
| Vendor | Lists the configured Partner. Select the Partner name of the list. |
| Location | Type in the location of the Partner. |
| Configuration Item | Lists the mapped CIs for the Partner SR. Select a configuration item from the list. |
| Contact Person | Displays the name of the person who had helped to resolve or in providing the information over the customer SR. |
| Incident ID | Type in a unique identification number of a Partner Incident, which is logged by the vendor in relation to an SR. After enter the Partner Incident ID, it is mandatory to specify the Start Date and Incident Status details. |
| Status | Select the status of the Partner Incident. |
| Urgency | Lists the configure Urgency options. Search and select the Urgency option from the list. |
| Start Date | Specify the date and time on which the Partner Incident is initiated. Click the **Calendar** icon to select the start date of the Partner Incident. |
| Impact | Lists the configured Impact options. Search and select the Impact option from the list. |
| Resolution Deadline | Specify the resolution deadline provided by the Partner for an Incident. Click the **Calendar** icon to select the resolution deadline date of the Partner Incident. |
| Priority | Lists the configured Priority options. Search and select the Priority option from the list. |
| End Date | Specify the date at which the Incident has been closed. Click the **Calendar** icon to select the start date of the Partner Incident. |
| Underpinning Contract | Lists the mapped underpinning contract options. Search and select the Underpinning Contract from the list. The Underpinning Contract defines the various SLA to be met for the Incident. |
| SLA Violated | Displays the SLA status for both response and resolution time as violated or not. - SLA Violated = Yes - SLA not Violated = No |
| Solution | Specify the solution that is provided to resolve the incident as mentioned in the Incident. |

**Additional Information**

You can document the additional information about the SR under the **ADDITIONAL INFORMATION** tab. Based on the organization’s needs, the Administrator configures the information displayed under this tab.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/additional_info.jpg)Figure: Additional Information

### Actions

This section explains all the icons displayed on the **ACTIONS** panel of the **SERVICE REQUEST DETAIL** page.

**Catalog Detail**

Click **CATALOG DETAIL** to view the Service Catalog details for the SR, details, such as approval details, cost details, and so on.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/catalog details.png)

Figure: Service Catalog Detail popup page

> [!NOTE]
> Note
> 
> If the Approver has delegated the approval process to another person, it will reflect in the Approval Details as being done on behalf of the approver. This is applicable in Approve, Forward, Refer-back and on-hold scenarios.

**Set Approver**

Click **SET APPROVER** to select an Approver for the SR. This option is available only if the Service Catalog is configured with the Approver level set as Technician Selectable (see: **Creating Service Catalogs** in Service Management) . An option to select Approvers is displayed under **Approval Details** section of the page. Select the Approver and click **SUBMIT**.

**Change History**

Click **CHANGE HISTORY** to view the changes that occurred on the SR, the user who made the changes, the date and time when the change was made, and also the previous and new values for the SR.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Change_history(1).jpg)Figure: Change History

The following table describes the fields on the **CHANGE HISTORY** page:

| **Field** | **Description** |
| --- | --- |
| Column Name | Displays the type of modification on the SR. |
| Change Date | Displays the latest date and time at which the Service Request details was changed. |
| Changed By | Displays the name of the person who has changed or edited the Service Request details. |
| Old Value | Displays the old value of the field and is changed to a new value. |
| New Value | Displays the current value of the field. |
| **Service Request Flow** | Displays the Service Request flow details. |
| **Mail History** | Displays the mail history details of a Service Request. Click the link More to view complete conversation details occurred between the User and the Analyst. |
| **Effort History** | Displays the time spent by the Analyst on the SR. |

**Knowledge Base**

Click **KNOWLEDGE BASE** to view the **KNOWLEDGE BASE** pop-up page with the following fields:

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/kb1.png)

Figure: KNOWLEDGE BASE pop-up page

**LOOKING FOR AN ANSWER:** The Symptom of the Service Request is automatically picked up and searched for Knowledge Records. Also, the Knowledge Record can be queried by keying in the exact word as configured in the “Knowledge Details” screen.

**KNOWLEDGE RECORDS: IMPORTANT, MOST VIEWED,** and **HIGHEST RATED:** Under this section, the Analysts can view the KRs categorized under **IMPORTANT**, **MOST VIEWED,** and **HIGHEST RATED** and use the KRs for resolving the SR. This helps in easy search of more relevant KRs and using them for resolving the Service Requests. Click a Knowledge Record link to view knowledge Record details on a new browser tab.

Various sections of the **KNOWLEDGE RECORD DETAILS** page:

### Rating KRs

You can provide feedback for a KR by clicking the stars and typing your remarks. Click **SUBMIT** to save your feedback and remarks.

- **LOOKING FOR AN ANSWER** You can search and view the Knowledge Records using the **LOOKING FOR AN ANSWER** field on the **KNOWLEDGE RECORD DETAILS** page. The currently selected Knowledge Record is displayed with a grey color background.
- **RECENTLY VIEWED** You can view the list of last five recently visited Knowledge Records under the **RECENTLY VIEWED** section.

> [!NOTE]
> Note
> 
> If a Knowledge Record is configured as a public article (For more information about Public Article, see **Adding Knowledge Records** in Service Management), the Knowledge Record can be shared with a user even if the user does not have any access to the SummitAI application. The Public Knowledge Records open in a new tab on your browser and not as a pop-up page within the Application.

**Transfer**

Click **TRANSFER** to transfer SRs to a different Workgroup if an unrelated SR is assigned to you. Select the Department to which you want to transfer the SR from the **Transfer** **To** list. Select the Workgroup from the **Workgroup** list. Provide a reason for transferring the SR in the **Reason** text box.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/servicerequestdetails.doc-image-2cfj7gq1.jpg)Figure: Transfer

**Send E-Mail**

Click **SEND E-MAIL** to send e-mails to Workgroup members, Analysts, Caller, or user asking for information or update about a Service Request (SR).

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/se(3).png) Figure: Send Email

The following table describes the fields on the **SEND E-MAIL** page:

| **Field** | **Description** |
| --- | --- |
| From | Email from details is displayed in this field. |
| Select Recipient | Allows the users to select listed recipients. Select the check box of the required recipient and click **ADD TO LIST** to add the selected recipient in the **To List** field. Select the check box of the required recipient and click **ADD CC LIST** to add the selected recipient in the **CC List** field. You can also search for a user by typing the name of the user in the Search field or by clicking the **Search** icon. For more information about searching user, see **Searching Users** in SummitAI Asset Management. |
| To List | Displays the list of users added by clicking **ADD TO LIST** button. |
| CC List | Displays the list of users added by clicking **ADD CC LIST** button. |
| Subject | Type in the subject of the e-mail. |
| Body | Type in the body of the e-mail. **Note:** Use the menu options provided to format your text. You can also add/remove links in the body. |
| Include Request Information | Select this check box to include the Service Request details in the e-mail. |
| Attachment | Click the **Upload** icon to attach any required documents. |

**Audit Flow**

Click **AUDIT FLOW** to view the workflow of a Service Request (SR). You can view the workflow of the SR in a flow chart format. You can view details, such as the time the SR is logged, the name of the user who logged the SR, assigned Workgroup to resolve the SR, name of the Analyst working on the SR, and so on. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/au(1).png)

Figure: Audit Flow

Example: If a Service Request has two levels of Approvals configured then the Audit flow displays both the levels of approval and its details whenever the approval is completed.

> [!NOTE]
> Note
> 
> Only the Approved status will be captured in the audit flow. No other status such as Refer Back, Forward To, On Hold will not be captured here.

**Communication History**

Click **COMMUNICATION HISTORY** to view the user communication mails to track the user communications related to the Service Request (SR). You can view the user communication e-mails, which are sent from the SR with the details of the End User or Analyst who sent the e-mail, date, Incident ID, and the content of the e-mail.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/comm(2).png) Figure: Communication History

**Section 1 - Service Request Details**

This section includes the Service Request Details such as:

- Service Request ID
- Service Request Caller Name
- Service Request Logged Time

**Section 2 - Filters**

This section includes the various filter options such as:

- **ALL** - Select this check box to view all communications in section 4 (Content Display Area).
- **User Communication** - Select this check box to view user communication mails (To and From the interaction between Analyst and End User) related to the selected Service Request.
- **Approval Information** - Select the check box to view the Service Request Approval Information.
- **Private Log** - Select this check box to view the information shared with the other team members or other Workgroup members through an e-mail.
- **System Generated E-Mails** - Select this check box to view all the System Generated E-Mails such as Service Request Logged, Service Request Pending, Service Request Updated, and Service Request Resolved
- **Chat History** - Select this check box to view the conversation that happened between the Analyst and End User.
- **Mails sent via Send E-Mail** - Select this check box to view the E-Mails sent via the Send E-Mail option.

**Section 3 - Actions**

This section includes various actions such as:

- Search Communication History textbox ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sear(1).png)

You can search for any keywords using this option. The entered keywords are searched in all the sections (User Communication, Private Log, System Generated E-Mails, Chat History, Mails sent via "Send E-Mail", and Approval Information) and display the communications which have these keywords.
- Sort ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/servicerequestdetails.doc-image-dt5l48rz.jpg) Click this icon to view all the line items in section 4 (Content Display Area) in Ascending order and in Descending order.
- Expand All ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Expand icon.png) click this icon to expand the history details.
- Collapse All ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/coll.png) click this icon to collapse the history details.

**Section 4 -Content Display Area**

- View Full Content To view all the details, click on **More..** hyperlink. Once the line items are expanded, the Analyst can see the email **Body** and **Attachments**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/history details.png)

Figure: History Details

**Reminder**

You may need reminders to ensure you complete certain tasks for a Service Request to get completed. Click **REMINDER** to set reminders for accomplishing any activity or task at a future date. You will receive an e-mail on the specified date to remind you about the task or activity. You can also choose an option to auto-log an Incident and route to specific Workgroup to accomplish the activity.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/rem(3).png) Figure: Reminder

The following table describes the fields on the **REMINDER** pop-up page:

| **Field** | **Description** |
| --- | --- |
| Date | Select a date to send the reminder. Click the **Calendar** icon to select the date. |
| Comments | Type in any additional comments about the reminder activity. |
| Create Incident | Select this check box to log an Incident on behalf of the user for reminder activity. If selected the following fields are displayed: - **Workgroup**: Select the Workgroup to which the Incident should be assigned. - **Symptom**: Type in the symptom to log an Incident. - **Description**: Type in the description for the Incident. |
| Notify Users | Select the users to whom you want to send the reminder. - **Self**: Click the check box to send e-mail notification to yourself - **Assigned To**: Click the check box to send e-mail notification to the assigned Analyst. - **Caller**: Click the check box to send e-mail notification to the Caller. - **Other** **Users**: Select other users to whom reminders should be sent. You can filter the users by Workgroups and Customer. - **Filter by Workgroup**: Select a Workgroup to sort the users based on the selected Workgroup. - **Filter by Customer**: Select a Customer to sort the users based on the selected Customer. A list of available users is displayed in the **Available Users** text area based on the filter criteria. Select the users you want to send the reminder to and click icon to add the user to the **Selected Users** list. To remove a user from the **Selected Users** list, select the user name and click icon. |

> [!NOTE]
> Note
> 
> If auto-closure is configured for an SR, the SR will be auto-canceled on exceeding the specified number of days.

**Export to PDF**

You can export section-wise Service Request details in PDF.

**To export Incident Details in PDF:**

1. Click **EXPORT** **TO** **PDF** icon on the **ACTIONS** panel. The **EXPORT** **TO** **PDF** pop-up page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ex(5).png)

Figure: Incident Details Page
2. On the **EXPORT** **TO** **PDF** pop-up page, select the required sections.
3. Click **Export**.

### Important Changes for Email to SR Creation

This section specifically describes key enhancements that are done for Email to SR creation functionality. To summarize, Analyst can now differentiate SRs raised via an Email. view attachments added in email in **SR Details > Attachment**, and view the Change History of the SRs created via an Email.

To easily differentiate the Requests raised and converted via an Email, the Analyst can check the **Medium** of the service request in the Service Request Details page. As shown in the following figure, it indicates the Medium as Email that enables an Analyst to differentiate SRs raised via an email.

An Analyst can view the attachments sent via an email along with the email itself in the **Service Request > Attachment** section (under Description).