Manage Service Request

Analyzing, resolving Service Requests with efficiency!

Apex streamlines the process of managing Service Requests (SRs) for Analysts by providing a centralized platform for SR tracking and management.

Analysts can view basic details of the SR provided by the requestor on the list page itself. These details include what the SR is about (Catalog), requestor details, Impact, Urgency, SLAs, status of the SR, and much more. This will help the Analysts gain a comprehensive view of the SRs.

Let's explore the following use case.

Manage Service Request(s)

View all the details of an SR in a single screen and manage them efficiently. The SR details screen in Apex offers Analysts comprehensive information about specific SRs, including status, requester details, history, and much more, facilitating faster resolution.

To view, manage, and update an SR, perform the following steps:

1. Click Service Management.
   Figure: App portal
2. The Analyst portal is displayed. From the left panel, navigate to Service Request. Click Manage Service Requests.
   Figure: Manage SRs
3. List page of all the SRs is displayed. (Refer the below screenshot)Figure: Manage Service Requests - List page
4. Click the SR ID that you want to view or update. The corresponding SR ID details page is displayed:
   Figure: SR details page
5. View, edit, and update information in the SR details page as per the requirement.
6. Click Save to save the details for the SR. If you do not want to save the changes made on the SR details page and exit the process, then click Cancel.
   Figure: Save SR
   
   Click Create Template to save a predefined structure or format of the SR as a template for future use. This feature enhances efficiency and consistency in SR management, enabling users to quickly initiate new SR(s) based on predefined templates. By templatizing SRs, you can save time and effort by reusing predefined structures or formats for common types of SRs.
   
   When you click Create Template, then the following pop-up is displayed:
   Figure: Save Template
   
   Refer the below table for the field details on the Create Template pop-up:
   

   Field	Description
   Template Name*	Provide a name for the SR template that you want to create. Giving a template a descriptive name helps to easily identify and differentiate between various SR templates. This is particularly useful when users have multiple templates for different types of SRs.
   Enable for End User	Toggle the switch to enable the template to appear on SR details page for end users while they are logging an SR.
   Tags	Add tags separated by comma for the SR template which will categorize and classify the templates based on specific criteria such as SR type, tenant, priority, or any other relevant attributes.
   Cancel	Click Cancel to exit the Create Template pop-up window without saving the SR template.
   Save	Click Save to save the SR template for future use.

   (*) Asterisk represents a mandatory field 

There are different tabs, sections, and fields in the SR details page which the Analysts can review, update, or edit as per the progress of the SR.

The top most ribbon of the SR Details screen has different icons. (Refer the following screenshot). The Analyst can view, update different details and take the appropriate action, as needed, by clicking these icons.

The following are the different icons present in the ribbon of the SR details screen:

Status of SR

Click on the dropdown menu to change the status of the SR as per the progress of the SR. The different options are:

Figure: Status of SRs

The different options present in the Status dropdown menu are:

• New
• In Progress
• Pending
• Resolved
• Assigned
• Cancelled
• Closed

Send Email

Clickto send emails to the stakeholders of the SR regarding the updates related to the SR. Once you click the Send Email icon, a window pops-up and the following fields are there:

• Recipients Selection
  Select the list of contacts: by users or by recipients. (Refer the following screenshots)Figure: Send Email - Recipient Selection
  
  Once you click the text field, the following options appear:Figure: Recipient Selection
  
  Click the first option to select the group of users to which you want to send the email. The options in the dropdown menu are: Users, User Groups, By Roles, Groups based on User Properties, Dynamic Groups, Approvers, Custom Email IDs. (Refer the following screenshot)Figure: Contact List - Groups
  
  Once you select the required option from the first menu, the names of the Recipients are auto-populated in the next field. Click on the dropdown menu icon next to Select Recipient to expand the menu. It displays a list of recipients to choose from. (Refer the following screenshot)
  Figure: Contact list - recipients
   
  You can include additional recipients who should receive a copy of the email under the Cc section. Add recipients in the Bcc section to include additional recipients who should receive a copy of the email without other recipients knowing.
   
  
• Notification Template Selection
  Select the notification template by clicking on the Notification Templates dropdown menu. (Refer the following screenshot)
  Figure: Notification template selection
  
  Specify the Subject, Body for the email. Subject and Body are mandatory fields. You can also send attachments with the email. (Refer the following screenshot)Figure: Email body, subject, attachment
  Click Submit to save the email settings. If you do now want to configure the Send Email option, click Cancel.

Change History

Clickicon to view the Change History associated with the SR. The following screen appears:

Figure: Change History

The following are the different tabs in Change History to view audit trail of the SR:

Figure: Timeline or Tabular View

Click on the date ribbon to expand it and view the complete details of the changes occurred on the SR. (Refer the below screenshot)
Figure: Change History details

After clicking the date ribbon, the following screen appears that displays who made the changes to the SR and on which date and time:
Figure: Change History - Date and time changes

Click the name of the person who made the change. Further details regarding the change history like Status changes, Message are displayed. (Refer the following screenshot)
Figure: Change History - Status, Notes, Message
Export the details about Change History by clicking icon.

Communication history is a list or documentation of all the exchanges of messages, discussions, and interactions that have taken place over a given time period between different people or entities. It offers an in-depth description of who spoke with whom, when, and what was said.
Figure: Communication History

Click on the date and time ribbon to expand and view the details of communication history regarding the SR. The following screen is displayed:
Figure: Communication history - fields

Click individual name to expand and view further details about the communication. Details like to whom the communication was sent, date, time, subject, and message is displayed. (Refer the following screenshot)
Figure: Communication history - details

Click icon to view the complete communication message. The following pop-up window is displayed that shows the complete message.
Figure: Communication message

Click X to close the pop-up window.

View the entire history and progress of the Workflow associated with the SR in the Workflow History tab. Workflow History refers to a log or record of actions and events that have taken place during a workflow or business process.

Click on the individual log to expand and view the complete details of Workflow.
Figure: Workflow History

Click  icon to view the Workflow associated. A sample screenshot for Workflow under Workflow History is displayed below:

Figure: Workflow diagram

Link History is a record or log of the associations that the SR has with other records or any relevant information within the ITSM system. It helps track the history of connections between the SRs and other records, providing a comprehensive view of its lifecycle and interactions.

Link History tab further has different tabs for different records which are linked to the SR. Click the individual tab to view details of the ticket which is linked to the SR. (Refer the following screenshot)
Figure: Link History

Click the record ID to open the details of the record in a different tab.

SLA History
SLA History describes the progression and historical development of service-level agreements. It includes the main turning points, how SLAs have changed over time, and how businesses have utilized them to monitor and guarantee the caliber of services they offer to clients.
Figure: SLA History

There are two tabs in the SLA History tab:

• Resolution SLA
• Response SLA

Resolution SLA

The Resolution SLA specifies the maximum allowable time to resolve a service request from logging to resolution, including fixing the issue and restoring service. It measures the total duration required to provide a final solution or close the incident. It refers to the agreed-upon timeframe within which the team commits to resolving an SR.

Key Time Measurements for Resolution SLA:

• Total Time: The complete duration from when the service request is logged to when it is resolved, measured against the agreed resolution time.
• Total Time Taken: The actual work time spent resolving the issue, excluding pauses or stops; the active time the technician works on the request.
• Pause Time: The period when the request is on hold due to dependencies, like waiting for hardware, customer input, or vendor involvement; this is not counted towards resolution time.
• Stop Time: The duration when no work is done on the request, such as during escalation or awaiting approval, typically excluded from the resolution process.
• Completed Time: The moment the request is fully resolved and marked as "Resolved" or "Closed," with service restored or the solution implemented.

Example of Resolution SLA:

SLA Agreement: The SLA for resolution is set at 4 hours

Service Request Timeline:

1. Request logged at 9:00 AM.
2. Technician starts working from 9:00 AM to 11:00 AM.
3. Request is paused from 11:00 AM to 1:00 PM (waiting for parts).
4. The technician resumes work from 1:00 PM to 3:00 PM.
5. The request is resolved at 3:00 PM.
6. Total Time = 6 hours (9:00 AM to 3:00 PM).
7. Total Time Taken = 4 hours (9:00 AM - 11:00 AM and 1:00 PM - 3:00 PM).
8. Pause Time = 2 hours (waiting for parts).
9. Stop Time = 0 hours (no stop).
10. Completed Time = 3:00 PM.

Response SLA

The Response SLA specifies the maximum time allowed to respond to a service request after it is logged, emphasizing the initial acknowledgment or first response to the user or customer, rather than resolving the issue. It refers to the agreed-upon timeframe within which the team commits to responds to an SR.

Key Time Measurements for Response SLA:

• Total Time: Duration from request logging to first response, like acknowledgment or starting work; does not include resolution time.
• Total Time Taken: Active work time post-initial response; may be part of response time if immediate action is taken in some systems.
• Pause Time: Periods paused after initial response, like awaiting customer info, don't affect response time but impact resolution time.
• Stop Time: Time on hold, such as awaiting approval, doesn’t count towards Response SLA but may delay resolution.
• Completed Time: Pertains more to the Resolution SLA, relating to full resolution rather than initial response.

Example of Response SLA:

SLA Agreement: The SLA for the first response is set at 1 hour.

Service Request Timeline:

1. Request logged at 9:00 AM.
2. Technician acknowledges the request (first response) and begins assessing the issue at 9:30 AM.
3. The technician works on the request from 9:30 AM to 11:00 AM.
4. Request is paused from 11:00 AM to 1:00 PM (waiting for customer feedback).
5. Work resumes from 1:00 PM to 3:00 PM, and the issue is resolved at 3:00 PM.
6. Total Time = 6 hours (9:00 AM to 3:00 PM).
7. Total Time Taken = 4 hours (9:30 AM to 11:00 AM and 1:00 PM to 3:00 PM).
8. Pause Time = 2 hours (waiting for customer feedback).
9. Stop Time = 0 hours.
10. Completed Time = 3:00 PM.
11. Total Time from the creation of the service request is 6 hours, but the first response was made at 9:30 AM (30 minutes after the request was logged).
12. Since the Response SLA is 1 hour, and the response occurred within 30 minutes, this request meets the Response SLA.

Comparison of Key Time Metrics for Both SLAs:

Each tabs has following three sections:

• SLA Rule History - SLA Rule History provides a log of any rule changes adopted during the progress of the SR. Any such changes will be reflected in the SLA value being calculated for completion of the SR.
  Figure: SLA Rule History
  
  Note

  The SLA Elapsed time is auto-calculated based on the SLA Rule selected.
• SLA Detail History - The Detail History will have a comprehensive log of the SLA details captured to provide a birds-eye view of the status of SLA and elapsed time.
  Figure: SLA Detail History
  
  For more information about details on the SLA Detail History screen, refer the below table:

  Column	Description
  Status	The status of the Form is displayed here.
  Start Time	The Start time of the SLA when it is activated is displayed along with the date.
  End Time	The End time of the SLA is displayed along with the date.
  SLA Elapsed Time	The SLA Elapsed Time is automatically calculated based on the SLA Rule selected.
  SLA Status	The status of the SLA is displayed when the cursor is hovered over the icon.

• SLA Deadline History - A historical tracking of compliance with deadlines providing a history of how deadlines or timelines for the SR has been managed in the context of SLA.
  

  Figure: SLA Deadline History

  For more information about details on the SLA Deadline History screen, refer the below table:

  Column	Description
  SLA Rule Name	Name of the SLA Rule configured.
  Deadline	The Deadline as per the rule is displayed.
  Updated By	This column specifies the last person who updated the records.
  Updated On	This column specifies the date and time at which the records were last updated.

  Change the view of the SLA History by clicking the following icon:
  Figure: Change view of SLA History
  
  Figure: SLA Detail History - tabular view

Figure: SLA Detail History - Timeline View

You can export the details of the SLA Detail History to an excel by clicking on the Export to excel icon.
 

View the list of Business Rules triggered and satisfied for the SR under the BR History tab. It also provides a log of the Business Rules triggered with details.
Figure: BR History tab

Click the date ribbon to expand and view the Business Rule in detail.
Figure: Business Rule details

Click Rule(s) Processed to view the Business Rules which are processed and which are not processed. The following pop-up window opens displaying the details of the Business Rules.

Click Conditions satisfied tab to view the Business Rules which are triggered and satisfied for this SR. The number mentioned within the parentheses specifies the number of Business Rules which are satisfied.
Figure: Business Rule satisfied
 
Click the dropdown caret icon to expand the Business Rule. (Refer the following screenshot)Figure: Business Rule satisfied
 
When you hover-over the Business Rule, it will display a tooltip displaying the name of the Business Rule. Click the Business Rule to view the configured Business Rule in a new window.
Figure: View Business Rule
 
Click Conditions not Satisfied tab to view the Business Rules which are not triggered and not satisfied for this SR. The number mentioned in parentheses specifies the number of Business Rules which are not satisfied.Figure: Business Rule not satisfied
 

Click icon to expand the Business Rule. When you hover-over the Business Rule, it will display a tooltip with the name of the Business Rule. Click the Business Rule to view the configured Business Rule in a new window.
Search function is available for BR History logs using keywords as shown below.
Figure: Search Business Rule

It provides details of the access details and history of accesses in chronologically descending order.
Figure: Access History

Click on the individual date log to expand and view the details who has accessed the SR and on which date and time.
Figure: Access History details

User Record History

User Record History refers to a chronological log or record of activities, changes, and updates related to a specific user's tickets. This record history provides a detailed timeline of interactions, communications, and any modifications made to a specific user's tickets throughout its lifecycle.

To view User Record History, perform the following steps:

1. Click  icon on the right corner of the top ribbon.
2. The following pop-up is displayed with the User Record History of an user who has logged an SR. The screen shows details like SR ID, Status of the SR, symptom of the SR. Click on the SR ID to open the SR in a new tab. If there are many tickets logged by an user, a list of the tickets is displayed.
   Figure: User Record History
3. Click Close to close the pop-up of User Record History.

There are other actions that you can take upon the SR by clicking on the icon. The following options are displayed:

Figure: SR - Actions

Let us see each of the above actions in detail.

Reminder

Reminders are notifications or alerts that are set to remind stakeholders, including analysts and requesters, about important deadlines, follow-up actions, or pending tasks related to the service request. These reminders are designed to ensure that everyone involved in the resolution process stays informed and on track with the agreed-upon timelines.

To set a Reminder for an SR, perform the following steps:

1. Clickicon on the right of the top ribbon.
2. Select Reminder from the dropdown menu. The following pop-up appears:Figure: SR - Reminder
3. Fill in all the details in the pop-up window. Refer the below table for the fields present in the Reminder window and their descriptions:
   

   Field	Description
   Schedule Date and Time*	Click the icon to open the calendar. Select the date and time for which you want to schedule a reminder to trigger.
   Comments	Add relevant comments to communicate additional information, updates, or context related to the reminder about the SR.
   Notify me	Enable the Notify me switch if you want to receive notifications.
   Create Service Request	Enable the Create Service Request switch to log an SR.

4. Click Save to set the reminder. If you do not want to save the details and exit the pop-up, click Cancel.

Remote Desktop

Remote Desktop refers to configuring an option for accessing and managing a user's computer or device remotely. Remote Desktop allows Analysts to connect to a user's system over a network, view their desktop, and, in some cases, control the desktop.

To configure Remote Desktop, perform the following steps:

1. Clickicon on the right of the top ribbon.
2. Select Remote Desktop from the dropdown menu. The following pop-up appears:
   Figure: Remote Desktop
3. Fill in all the details in the pop-up window. Refer the below table for the fields present in the Reminder window and their descriptions:
   

   Field	Description
   RDP (Remote Desktop Type) Type*	RDP Type refers to the specific channel, method or software used for Remote Desktop access. Select the type of RDP from the dropdown menu.
   Analyst E-mail ID*	Mention the email ID of the Analyst who will have the access to the user's desktop.
   Requestor E-mail ID*	Mention the email ID of the Requestor who has logged the SR.
   Generate Meeting	Clickicon to generate a link for a meeting between the Analyst and the Requestor.

4. Click Save to set Remote Desktop for the SR. If you do not want to save the details and exit the pop-up, click Cancel.

AI Suggestions

Artificial Intelligence (AI) has the potential to significantly improve Service Request management procedures by providing insightful recommendations that increase productivity, accuracy, and issue-solving efficacy.

To view the AI Suggestions, perform the following steps:

1. Clickicon on the right of the top ribbon.
2. Select Artificial Intelligence from the dropdown menu. The following pop-up appears:
   Figure: AI Suggestions pop-up
   
   Based on the inputs such as Symptom and Description, Service Desk Intelligence scans all the available history or records and identifies similar records. Further, the Service Desk Intelligence understands human responses to similar records in the past and then provides suggestions. Analysts can view and apply the AI suggestions by clicking Save. However, the predictions made by Service Desk Intelligence is a reflection of past data. If sufficient records exist with “proper” data, the field predictions are in conjunction with that.
    
   The Service Desk Intelligence makes the Analyst's job easier by auto-filling the following fields of the Incident based on the Service Desk Intelligence: Workgroup, Impact, Urgency, Category, Classification. By default, these fields are enabled.
3. Click Cancel if you do not want to apply the AI suggestions to the record's details page.

Transfer Service Request

Analysts can transfer an SR from Workgroup of a particular Tenant to another. This transfer might occur for various reasons, such as when the initial team realizes that the SR requires expertise or resources beyond their scope. Sometimes, there's a predefined escalation or handover process in place that requires involvement of other Workgroup so the SR needs to be transferred.

To transfer an SR, perform the following steps:

1. Clickicon on the right of the top ribbon.
2. Select Transfer Service Request from the dropdown menu. The following pop-up appears:
   Figure: Transfer SR
3. Fill in all the details in the pop-up window. Refer the below table for the fields present in the Reminder window and their descriptions:
   

   Field	Description
   Tenant	Select the Tenant to which you want to transfer the SR from the dropdown menu.
   Workgroup	Select the Workgroup of the selected Tenant to which you want to transfer the SR from the dropdown menu. The options in the dropdown menu of Workgroup is populated based on the Tenant selected.
   Remarks	Provide relevant remarks in the Remarks field on why the SR being transferred to other Tenant and Workgroup.

4. Click Save to transfer the SR. If you do not want to save the details and exit the pop-up, click Cancel.

Article Suggestions

Article Suggestions provide articles of similar interest that can be reference for resolution of the SR.

To view the Article Suggestions, perform the following steps:

1. Clickicon on the right of the top ribbon.
2. Select Article Suggestions from the dropdown menu. The following pop-up appears:
   Figure: Article Suggestions - pop-up
3. Select the Tenant, Workgroup, and Analyst for which you want to view the article suggestions. Selecting all the three fields is mandatory.
4. Click Cancel to close the pop-up.

Convert Service Request

Convert Service Request enables to transform the SR into different types of records, such as Incidents, Problems, or Change Requests, Work Order, Knowledge, or Fixed Asset. By doing so, you can efficiently manage and address specific issues associated with the converted record type.

To convert an SR, perform the following steps:

1. Clickicon on the right of the top ribbon.
2. Navigate to Convert Service Request from the dropdown menu. Select the type of record to which you want to convert the SR. (Refer the below screenshot)
   Figure: Convert SR - dropdown menu
3. Once you select the type of record to which you want to convert the SR into, it will open a new details page of the selected record type. The details are auto-populated from the SR.
   

Approval Timeline

The Approval Timeline depicts the progress and status of approvals. Clickicon to view the Workflow diagram associated with the Approval Timeline. (Refer the following screenshot)
Figure: View Workflow Diagram

Once you click, the following diagram displays:

Figure: Workflow Diagram - Approval Timeline

When you click on any of the levels in the Approval Timeline, it will display the complete details of that particular SR. (Refer the following screenshot)

Figure: Workflow Timeline

The details include Approver Name, Status, Updated Time, and Remarks, if any. (Refer the below figure) 

Figure: Approver details

Subject

The Subject card displays the title of the SR that gives an idea what the SR is about. This card also shows the date on which the SR was created. When you hover over the Subject card, the Edit option appears on the top right corner of the card. (Refer the below screenshot)

Figure: Edit SR Subject

When you click on Edit, the following screen appears. You can edit the Subject of the SR and change its formatting as well.

Figure: Edit SR subject

Description

The Description card displays the detailed information about the SR. You can edit the Description of the SR. When you hover over the Description card, the Edit option appears on the top right corner of the card. (Refer the below screenshot)

Figure: Edit SR description

When you click on Edit, the following screen appears. You can edit the Description of the SR and change its formatting as well.

Figure: Edit SR description

Requestor Details Card

The Requestor details card displays the details on the requestor who has logged the SR. The details include information like employee ID of the requestor, email ID, location, designation, and other relevant details. (Refer the below screenshot)
Figure: Requestor details card

Assigned To

Refer the below section for the different fields and their description present under Assigned To segment:

Workgroup

This field shows the assigned Workgroup to the SR. You can update the assigned Workgroup for a particular SR from the dropdown menu. The options of Workgroup in the dropdown menu will be populated as per the Tenant selected in the General tab. (Refer the below screenshot)
Figure: Assigned Workgroup

Analyst

This field shows the assigned Analyst to the SR. The options of Analysts in the dropdown menu will be populated as per the Workgroup selected. You can update the assigned Analyst for a particular SR from the dropdown menu. (Refer the below screenshot)Figure: Assigned Analyst

Service Window

Effort

This field shows the Deadline, Total Time, and Remaining Time to respond to the SR. It displays the deadline within which a response acknowledgment must be received for the SR. You can expand or collapse this section by clicking More or Less, respectively. (Refer the below sample screenshot) Figure: SR Response SLA

Provide the information or comments regarding any violation of the SLA related to response times. (Refer the sample screenshot)
Figure: Response SLA Violation Remarks

Resolution SLA

This field shows the Deadline, Total Time, Elapsed Time, and Remaining Time to resolve the SR. You can expand or collapse this section by clicking More or Less, respectively. (Refer the following sample screenshot)
Figure: SR Resolution SLA

Tabs in SR Details Screen

The different tabs present in the SR details screen are as under (click each tab to expand the details):

Catalog Details

Catalog Details tab displays the information related to the service requested, Requestor, tenant, and other relevant information.

The following table describes the different fields present in the Catalog Details tab:

Field	Description
Requestor*	This field mentions the name of the Requestor who has requested for the SR.
Department*	This field mentions the department (tenant) to which the SR belongs.
Folder Path*	The Folder Path mentions about the location of the SR. It helps to categorize and organize SRs for efficient management and retrieval. The Folder Path is analogous to a file directory, showing the sequence of folders leading to the specific location of the SR.
Access Type*	Access Type captures the specific method through which access to a the SR is granted. It plays a crucial role in tracking and managing access permissions, ensuring security, and providing relevant information about how the SR is fulfilled. You can change the Access Type by clicking downward caret icon. Add or remove Read or Write access to the SR. Figure: Access type
Remarks*	Add comments, notes, and updates related to the SR in the Remarks field. Use this space to communicate important details, provide status updates, or collaborate with other stakeholders.

An asterisk (*) represents mandatory field.

General

General tab of the Manage Service Request page displays basic details about the SR, such as the tenant to which the SR belongs, Requestor name, medium, source and much more. You can view or edit them as per the progress of the SR.

The following table describes the different fields present in the General tab:

Field	Description
Classification
Tenant*	This field specifies the Tenant under which the SR is logged. You can view or update the Tenant for the SR from the dropdown menu.
Requestor*	This field specifies the name of the requestor of the SR. Search and select the Requestor for whom you want to log the SR from the dropdown menu.
Medium	The Medium field indicates the channel or method through which the Service Request was initiated. Search and select from the dropdown menu the Medium through which the SR was initiated.
Source	The Source field indicates the source on behalf of whom the SR is being logged. Search and select from the dropdown menu the Source.
Classification*	Click icon to search and select the Classification to be assigned to the SR. This will open a pop-up window. The list of Classifications in the pop-up window are displayed as per the Tenant displayed. The Classification field is used to categorize and classify the nature of the SR. Select the most relevant Classification that best describes the type of service required. Proper Classification is essential for routing the SR to the appropriate Workgroup or Analyst.
Category	Click icon to search and select the Category for which you want to log SR. This will open a pop-up window. The list of Categories in the pop-up window are displayed as per the Tenant selected. The Category field clearly and accurately represents the nature or type of service request.
Tags	The Tags field serves as a valuable metadata component to categorize and identify the nature of the SR. Including relevant information in the Tags field helps in efficient ticket management, searching, and reporting. Type and search in the Tags field to add tags to the SR.
Pending Reason	The Pending Reason field provides a brief explanation or rationale for why an SR is in a pending status. When logging a new SR as an Analyst, it's important to document the reason for the pending status. This information serves as a communication tool helping to manage expectations and providing transparency into the status of the SR.
Attachment	Click icon to upload any attachment in support of the SR. This can include screenshots, log files, configuration files, or any other relevant documents. Attachments makes it easier for teams to understand the SR without relying solely on textual descriptions.
Prioritization
Impact*	Impact field refers to the extent and severity of the SR on the business or end-users. Select the right Impact from the dropdown menu that you want to assign to the SR you are logging: High (Organization Affected), Low (Single User Affected), Medium (Group or GEO Affected). (Refer the following sample screenshot) Figure: Impact of SR
Urgency*	Urgency is a parameter that indicates the level of time sensitivity associated with an SR. It helps in prioritizing and managing SRs based on their urgency of resolving them. Select the right Urgency value from the dropdown menu that you want to assign to the SR you are logging: High, Low, Medium. (Refer the sample screenshot) Figure: SR Urgency
Priority*	Priority refers to the level of importance or precedence assigned to an SR. It helps to prioritize and allocate resources efficiently based on the impact and urgency of the SR. The Priority field is closely related to the Urgency field, but while Urgency focuses on the time sensitivity of the SR, Priority takes into account both Urgency and Impact. Select the right Priority value from the dropdown menu that you want to assign to the SR you are logging.Figure: SR Priority

An asterisk (*) represents mandatory field.

Solution

The Solution tab of the Manage SR page specifies details of how the SR was resolved. You can view, change, and update the fields as per the requirement.

The following table describes the different fields present in the Solution tab:

Field	Description
Solution	Specify the solution that has been implemented to resolve the SR. You can add images, table to the SR solution in this field.
Resolution Code	Select the Resolution Code for the SR from the dropdown menu. (Refer the below screenshot) Figure: SR Resolution Code
Closure Code	Select the Closure Code for the SR from the dropdown menu. (Refer the below screenshot) Figure: SR Closure Code
Closure Category	Select the Closure Category for the SR by clicking on.
I found this solution in a Knowledge Article	Enable the switch to confirm that the solution for this SR was found in a Knowledge Article.
Please link the article that helped	Provide the link to the Knowledge Article that has helped you in finding the solution for the SR from the dropdown menu.Figure: Select Knowledge Article Note: If the status of the SR is Resolved, and the toggle switch for I found this solution in a Knowledge Article is enabled, then it is mandatory to select a Knowledge Article from the dropdown menu. If not selected, then a validation message will be displayed to select the Knowledge Article.

Vendor Info

Specify details about the vendors and Incident details in the Vendor Info tab.

There are two sections in the Vendor Info tab. The following table describes the fields in both the sections of the Vendor Info tab:

Field	Description
Vendor Information
Vendor	Select the vendor from the dropdown menu.
Contact Person	Select the contact person for the Vendor from the dropdown menu.
Location	Choose the location of the Vendor.
Configuration Item	Select the type of Configuration Item for the particular SR.
Vendor Incident Details
Incident ID	Specify the Incident ID for the Incident the user has logged in for the Vendor.
Incident Status	Select the status of the Incident from the dropdown menu. (Refer the below screenshot) Figure: Incident status
Incident Urgency	Select what is the Urgency of the Vendor Incident, whether it is Critical, Medium, or High.
Incident Impact	Select what is the Impact of the Vendor Incident whether it is Critical, Medium, or High.
Start Date	Specify the start date and time from the calendar.
Resolution Deadline	Specify the Resolution deadline date and time from the calendar.
Incident Priority	Select what is the Urgency of the Vendor Incident.
End Date	Specify the end date and time from the calendar.
Solution	Mention the solution for the Incident in the text box provided.
SLA Violated	Specify whether the SLA is violated or not by selecting 'Yes' or 'No' from the dropdown menu.

Links

Links tab allows to establish connections between the SR and other records from the same module, different module, or from different application. Users can either link existing records or create new ones directly from the Service Request details page.

Analysts can perform the following actions through the Links tab:

• Create
• Link
• De-link

Create a new record from the SR with Create button. Link the SR to other SRs, Incidents, Problem Records, Change Requests, or Knowledge Records with Link button. You can also de-link records that are linked to the SR.

Create

Use Create option to create a new record from a Service Request. A new record gets created with fields auto-populated. Link tab contains the relationship record with the create button. The create button can be triggered to create a new record from an SR.

To create a new record for the SR, perform the following steps:

1. Click Create. The dropdown menu displays the different record types that you want to create for the SR. (Refer the following screenshot)
   Figure: Create new record
2. Select the type of record that you want to create from the dropdown menu. A new window will open a new details page of the selected record type with auto-populated details from the SR. Update the details as per the requirement and save the details to create a new record from the SR.

Link

Link option allows cross-application linking as well as linking an SR to other records of other modules of same application.

To link the SR to other records, perform the following steps:

1. Click Link. (Refer the following screenshot)Figure: Link SR
2. The following dropdown menu appears. Select the type of record as per the requirement.
   Figure: SR linking options
   Notes:

   • You can link the SR to other records for same or different modules. For example, you can link the SR to an SR, Incident, Change, or Problem.
   • There is also provision of cross application linking of the SR. For example, you can link the SR to records from Fixed Assets.
3. A list page with all records of the selected record type is displayed. Select any number of records that you want to link to the SR by clicking on the check box corresponding to the record Id. (Refer the below screenshot)
   Figure: Link records to SR
4. Choose whether the linking should have a Dependent or Parent-child relation. The Parent-child relation can be selected if the records are related to the same main SR. Any updates on the parent SR will also reflect on the child records. (Refer the below screenshot)
   Figure: Linking of SR
   Note:

   Select the Parent-Child relation if you want parent-child dependency between the main SR and the selected records. Any updates on the parent SR will also reflect on the child SRs.
5. Click Link to link the SR to the selected records.

In the Links tab, all the records from different modules which are linked to SR are displayed under respective tabs. (Refer the below screenshot)
Figure: Linked records

De-Link

De-linking records which are linked to an SR involves removing the association or relationship between the two records. This action can be necessary when a record is incorrectly linked, no longer relevant, or when there's a change in the workflow requiring the disconnection of the linked records.

To de-link record(s) from an SR, perform the following steps:

1. Click Link tab.
2. All the records which are link to the SR are displayed.
3. Select the checkboxes of the records which you want to de-link.
4. Once you select the records that you want to de-link, the De-Link button is enabled.
   Figure: De-Link
5. Click De-Link. A message stating successful de-linking is displayed.