Manage Service Request - List Page

Analysts have a crucial role in managing and addressing logged service requests (SRs). The detailed list of logged SRs in Apex enhances the efficiency of the Analysts. They can quickly access information about the status, priority, and details of each SR. The list page include features such as filters, sorting options, and search functionality to customize the list page as per specific preferences.

View Logged Service Requests

Analysts can log into Apex to view, manage, and update the logged SRs.

To view the logged SRs, perform the following steps:

1. Click Service Management.
   Figure: Dashboard
2. Navigate to the left menu by hovering the mouse to the left of the screen.
3. Click Service Request > Manage Service Requests to view the list of all the SRs assigned to you as an Analyst. (Refer the below screenshot)Figure: Select Manage Service Requests
4. List page of the SRs is displayed. (Refer the below screenshot)Figure: Manage SRs - list page
   Note

   You can view and edit the SRs which belong to your Workgroup. For the SRs belonging to other Workgroups, there is only view option and not edit option.

Analysts can view, search, edit, and log a new SR from the list page. There are different columns, tabs, and rows in the list page of Manage Service Requests.

The different tabs on the top (refer the below screenshot) displays the list of logged SRs assigned to the Analyst for a particular Tenant. Click on individual tabs to view the list of SRs from that Tenant.

Figure: Manage SRs - Select tenant

Once you click a specific tab, list of all SRs from selected tenant assigned to the Analyst is displayed.

The following table describes the different columns present in the list page:

Column	Description
SR ID	The column specifies the unique ID assigned to the SR.
Requestor	This column specifies the details of the user who raised the SR.
Created On	This column specifies the date and time on which the SR was created.
Subject	This column specifies a brief description of the subject of the SR.
Description	A detailed description of the SR is provided under the Description column.
Status	This column displays the status of the SR whether it is is Resolved, New, Awaiting Approval, In progress or Assigned status.
Priority	This column mentions the Priority assigned to the SR. The Priority of the SR will help determine if it needs to be resolved at the earliest.
Workgroup	This column mentions to which Workgroup is the SR assigned to.
Analyst	This column mentions the details of the Analyst to which the SR is assigned to.
Service Window	This column mentions the Service Window details that refers to a predefined and agreed-upon period during which the services are available or can be requested. It is essentially a time frame within which services are operational, and users can make SRs.
Resolution SLA Remaining Time	This column mentions the amount of time left before the resolution time defined in the SLA expires for the SR. On mouseover on a particular Resolution SLA Remaining Time of an SR, it will display the details of the time. The resolved SRs will show an icon in green or red color. Note There will be an icon representing the status of SR resolution in Red color / Green color for the SRs in the list page. The means that the SR has been resolved within SLA, whereas,means that the SR has been resolved outside the SLA timeline.
Updated By	This column specifies details of the last user who updated the SR.
Updated On	This column specifies date and time on which the SR was updated.

Note

Under the Requestor column, all the VIP users who have requested a Service will have a VIP chipbesides their names. (Refer the below screenshot)Figure: Chip for VIP users

New Service Request

Analysts can log a new SR with New, Assigned, Cancelled, In Progress, Pending, or Resolved status. They can log an SR on behalf of other end users and for themselves.

To log a new SR, perform the following steps:

1. Click Service Management.
2. Navigate to the left menu by hovering the mouse to the left of the screen.
3. Click Service Request > Manage Service Requests to view the list of all the SRs assigned to you as an Analyst.
4. The list page of assigned SRs appears. Click New to add a new SR. (Refer the following screenshot)Figure: Add new SR
5. Once you click New, the details screen is displayed where you can fill in all the information to log a new SR.
   Figure: New SR screen
6. Click Save to log the SR. If you do not want to log the SR and exit the screen, click Cancel. Click Create Template to save the SR as a template.

The different sections and tabs present in the SR details screen are described below:

Subject

Enter the symptom about the Service Request in the subject card. This gives a quick idea what the SR is about. You can edit the formatting of the subject by using the different options present in the Subject card such as B, U, I, strikethrough. 

You can insert a code in the Subject card by clicking <> icon. This will open up a pop-up where you can add the code. Click Save to save the details in the Subject card. Click Cancel to exit the pop-up window without saving the code. (Refer the following screenshot)

Figure: SR - Subject

Click icon to expand the Subject card. This will open the following pop-up where you can add and edit the subject in any desired format. Once you add the desired subject in the text box, click X icon to close the pop-up.

Figure: SR Subject - pop-up

Description

Provide a description for the SR to convey the necessary information that will help to understand the SR promptly in the Description field.

The description may include any relevant details about the SR such as context or background information related to the SR. You can also add information about any recent changes or events that may be related to the SR, specific steps, or specify the system where the service is required.

Requestor Details card

The Requestor details card displays the details of the Requestor who has requested for the SR such as name, location, designation, employment number and email ID. (Refer the below screenshot)
Figure: Requestor details card

Note

If the Requestor the SR is a VIP user, then the Requestor card will have a next to the name of the Requestor. (Refer the sample screenshot below)
Figure: VIP User in Requestor card

Tabs

Following are the different tabs in the SR details screen where you can enter details like Tenant, Priority, Urgency and other important details about the SR:

• Catalog Details
• General
• Messages
• Solution
• Checklist
• Links
• Vendor Info
• Timeline
• Orchestration

To know more in detail about the tabs, and their description, refer here.

Assigned To

Refer the below table for all the fields present in the Assigned To section:

Field	Description
Workgroup*	Select the Workgroup from the dropdown menu that you want to assign to the SR you are logging. The options of Workgroup in the dropdown menu will be populated as per the Tenant selected in the General tab.
Analyst	Select the Analyst from the dropdown menu that you want to assign to the SR. The options of Analysts in the dropdown menu will be populated as per the Workgroup selected.
Service Window*	Define the Service Window applicable to the SR. The options in the dropdown menu will be populated as per the Tenant selected in the General tab.
Effort	Capture the efforts that will be required to resolve the SR in Days, Hours, and Minutes.
Response SLA	The Response SLA shows the Deadline, Total Time, Elapsed Time, and Remaining Time to respond to the SR. It displays the deadline within which a response acknowledgment must be sent for the SR. You can expand or collapse this section by clicking More or Less, respectively. (Refer the below sample screenshot) Figure: Response SLA
Response SLA Violation Remarks	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: Resolution SLA

View

Click View to add new columns and filters to the list page. You can also select a View from the already Saved Views options.

 Figure: Manage SRs - View

Filters

You have the provision to apply filters on all of the columns or on an individual column. This functionality allows you to control the exclusion or inclusion of specific data as per your requirement. You can focus on the required data with better analyzation.

To apply filters on all the columns, perform the following steps:

1. On the Manage Service Requests list page, click Filters icon on the top left corner just above the list of forms.
   Figure: Filters

You have the provision to add new advanced filters or to use saved view with pre-defined filter conditions.

Advanced Filter

The Advanced filters allows you to define filter conditions at more granular level with additional filter options.

1. Click Add New View.
   Figure: View - Advanced filter
2. A pop-up screen appears where you can add new filter sets with conditions to the list page. (Refer the following screenshot)Figure: Manage SRs - Add New View
3. Click Add Filter Set to add a new filter to the Manage Service Request list page. The following screen appears:
   Figure: Add Filter Set
4. In the Field section select a column from the dropdown menu to which you want to add new filters. (Refer the following screenshot)
   Figure: Advance filter - Field
5. Once you select Field value, the Operator column will populate the corresponding operator values in the dropdown menu. Select the Operator. You can select only one option.
   Figure: Advance filter - Operator
6. Once you select Operator, the Value column will populate the values in a drop down menu. This is a multi value field and you can select multiple options. (Refer the following screenshot)
   Figure: Advance filter - Value
7. Click Apply to implement the newly set advance filters on the list page. 

The following table describes the fields and description of Advance Filter pop-up.

Field Name	Description
Field	Select the field from the available list of options.
Operator	Specify the operator for the condition. Available options are as follows: Is  Is Not Is One Of Is Not One Of Is Anything Is Empty Is Not Empty Dynamic
Value	Specify the field value for the selected operator.
	Click Delete icon to delete any filter conditions.
	Click Add icon to add one more row to add filter conditions.
Clear All	Click Clear All to remove all filter conditions.
Cancel	Click Cancel to remove a specific filter condition.
Apply	Click Apply to remove apply a specific filter condition.

And / Or Filter

The And / Or Filter can be used to set filters with two or more conditions.

And - The "and" filter combines two or more conditions; the result is true only if each condition is true. 

Or - An  "or" filter operation combines two or more conditions, and it returns true if at least one of the conditions is met. 

To set the And / Or Filter, perform the following steps

1. Check the boxes for the filter conditions as shown in the below screenshot:Figure: Advance Filter
2. Click the Group option. Refer the below screenshot:
   Figure: Group Option
3. The And / Or option is displayed. A sample screenshot is shown below:Figure: And / Or Filter
4. Choose the required option and click Apply. If you do not want to apply the And / Or filter, click Cancel.

The applied filters count is displayed on the top of the list page along with filter icon. It will provide a quick reference to the applied filters. A sample screenshot is shown below:

Figure: Filters Count

Filters in individual column

You can apply filters on individual columns as well as per your requirement.

To apply filters on individual columns, perform the following steps:

1. On the list page, click the filter associated with individual column. A sample screenshot is shown below:Figure: Filters - Individual Column
   
   
2.  Specify the filter criteria based on your requirement. A sample screenshot is shown below:Figure: Filters - popup
   
   
3. Click the Filter icon to view the following filter options. Select the Match All or Match Any option from the list to filter the data based on the condition selected. The Match All option is selected, by default.
   
   
4. Select the option to compare the data based on the conditions. Available options are as follows:
5. • Starts With
   • Contains
   • Not contains
   • Ends with
   • Equals
   • Not equals
   • Less than
   • Less than or equal to
   • Greater than
   • Greater than or equal to
   • Date is 
   • Date is not
   • Date is before
   • Date is after
   • Active
   • Not Active
     Note

     The following filter options are available for numeric column values:

     • Less than
     • Less than or equal to
     • Greater than
     • Greater than or equal to

     The following filter options are available for date column values:

     • Date is 
     • Date is not
     • Date is before
     • Date is after

     The following filter options are available for toggle switch Active:

     • Active
     • Not Active 
6. You can click Clear to clear the configured filter and click Apply to set the filter condition.

Bulk Update

Analysts can bulk update multiple SRs from the list page by selecting the required SR(s) to update in bulk. You can efficiently update the status or any other field of multiple selected Service Request tickets simultaneously. By selecting a group of tickets, you can apply changes in bulk, saving time and ensuring consistency across all updates.

To bulk update SRs from the list page itself, perform the following steps:

1. On the list page of SRs, click on the checkbox next to the SR Id to select SRs. Refer the following screenshot:
   Figure: SR selection
2. Clickicon to bulk update the selected SRs. The number of selected records is displayed above the icon as shown in the below screenshot:
   Figure: Bulk update icon
3. Once you click icon, then click Bulk Update. Refer the below screenshot:
   Figure: Bulk update selection
   
   The following pop-up is displayed:
   Figure: Bulk update pop-up
4. Select Field from the dropdown menu which you want to update for the selected SR(s). Once you select the Field, the options in Value dropdown menu is displayed as per the selected Field. Refer the below screenshot as an example:
   Figure: Value dropdown
5. Enable the Override switch, if you want to override the updated values in the selected records.
6. If you want to update multiple fields in the selected SR(s), clickicon to add another row of field. Refer the below screenshot:
   Figure: Plus icon
7. Clickicon to delete any field row that you do not want to update.
8. Click Apply to update the selected SR(s). If you do not want to update the SR(s), click Cancel.

SLA Remaining Time

The List page contains various status icons that help in differentiating SLA colors next to the SLA progress bar for the list item SLA Remaining Time. 

The following figure displays SLA Remaining Time icons next to the SLA Progress bar.

Figure: List Page

Hover on the SLA Progress bar to view the SLA Percentage and hover over icon to view the state of SLA.

SLA Completion Percentage	Icon Example
Green denotes that SLA is 0 - 49%
Yellow denotes that the SLA is 50 - 75%
Orange denotes that the SLA is 76 - 99%
Red denotes that the SLA is 100 - 100 plus %

Icons on the list page are as follows:

Icon	Description
	In Progress within SLA (or) Completed within SLA
	Paused within SLA
	Completed - SLA Violated
	Paused  - SLA Violated
	In Progress - SLA Violated
	In Progress - SLA about to miss
	Paused - SLA about to miss
	In Progress - SLA about to miss
	Paused - SLA about to miss

Search

Search a specific SR in the list page by using the Search bar present on top of the Manage Service Request list page. You can enter the SR Id to search a particular SR. (Refer the following screenshot)

Figure: Manage SR - Search

Export

Export the current or all the list pages of the SRs in a Excel format using the Export icon. (Refer the following screenshot)

Figure: Manage SRs - Export

Once you click the Export icon, it will give you options to export all the pages or only the current page in an Excel format. (Refer the following screenshot)

Figure: Manage SRs - Export options