View and Update List of Assigned Service Requests

You can view or modify the general details of a Service Request (SR), maintain user logs and Workgroup logs, and type in the additional information as configured by the Administrator.

To view and update Assigned Service Requests, perform the following steps:

On the Home screen, tap the Assigned Service Requests icon.

Figure: Assigned Service Requests
The list of Service Requests is displayed. Tap the Filter icon to view SRs based on the workgroup, Status, Assigned To, Customer, and Location.

Figure: Service Request List page
Select the Service Request that you want to update. The Service Request Detail page is displayed. Specify the required details in the respective tabs and click Submit. For more information, see Field Description.

Figure: Service Request Details page

Field Description

General

Figure: Service Request Detail page: General Tab

The following table describes the fields on the Service Request Detail page:

Field	Description
Service Request ID	Displays the Service Request ID.
Log Time	Displays the date and time when the Service Request is created.
Logged By	Displays the name or role of the user by whom the Service Request is logged.
Medium	Displays the medium through which Service Request is logged. For example: Mobile or Web Application.
Subject	Displays the subject provided by the user.
Description	Displays the description provided by the user. Note The maximum and minimum number of characters that can be entered in the Description field of Service Requests can be configured in the web application. If the Allow Analyst to Edit Description check box is selected in the web application, the Analysts can edit the Description for Service Requests in the Mobile Application.
Attachment	Upload the attachment related to the Service Request, For example, error messages, screen shots, logs, and so on. Note In Android phones, the uploading size limit for image files is 8 MB. The uploading limit of file size may vary based on the device, network, RAM size, performance, and other criteria.
Attachments	Displays the uploaded attachments.
Status	Select the new status for the selected Service Request. For example: Resolved, Pending, and so on
Urgency	Select the new Urgency value for the selected Service Request.
Impact	Select the new Impact value for the selected Service Request.
Priority	Displays the new Priority of the Service Request.
Classification	Select the Classification of the Service Request.
Category	Select the Category of the Service Request.
Workgroup	Select the workgroup of the Service Request.
Assigned To	Displays the Analyst to whom the Service Request is assigned.
Service Window	Select the Service Window for the Service Request.
Response Deadline	Specify the Response Deadline time.
Response Time	Specify the Response Time.
SLA Violated?	Select SLA violation. The available options are Yes and No.
Response SLA Violation Reason	Type in the SLA violation reason
Resolution Deadline	Specify the Resolution Deadline time.
Resolution Time	Specify the Resolution Time.
Solution	Specify the solution for the Service Request.
Notification	Select the notification method.
User Communication	Type in the description for the User.
Private Log	Type in any additional information required.

Note
The Custom Attributes displayed under this tab are based upon the configuration done on the
FORM BUILDER page of the web application.

Additional Info

The Custom Attributes displayed under this tab are based upon the configuration done on the FORM BUILDER page of the web application.

Relationship

You can link related Configuration Items (CIs) to the Service Request using the Link list under the Relationship tab.

To link any CI to a Service Request, perform the following steps:

Tap Relationship tab on the Service Request Details page. Linking CIs to Service Requests are like linking CIs to Incidents. For rest of the steps, see the Relationship tab under Viewing and Updating Assigned Incidents.