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.
| **Use Case** **User Persona: Analyst** | **Solution** |
| --- | --- |
| NovaTech's Analyst, Adam, is facing the challenge to effectively manage a huge number of SRs. He is unable to gain an all-round visibility of the SRs, making it difficult to track, categorize, and resolve the SRs in a timely manner. | Adam logs into Apex and gains a holistic overview of all the SRs which are assigned to him along with the relevant details such as ticket status, priority levels, SR categories, and any associated SLAs. This allows him to quickly assess and fulfill the SRs based on Priority, Urgency, and Impact. Adam can also track the progress of the SR through a detailed Workflow timeline that is displayed on the SR details page. Such an in-depth management of SRs by Adam leads to faster response times. |
**Manage Service Request(s)**
View all the details of an SR in a single page and manage them efficiently. The SR details page 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. Log in to the Apex Mobile.. The Apex Mobile home page is displayed.  Figure: App portal
2. Click **Service Management** and navigate to the **Service Request > Service Request > Manage Service Requests**. The Manage Service Requests page is displayed.jpg?sv=2026-02-06&spr=https&st=2026-10-31T13%3A39%3A51Z&se=2026-10-31T14%3A39%3A51Z&sr=c&sp=r&sig=1W%2F9tIz91ml1%2FHQwY7Y7suj2V%2FdcJYslGwHE79QCd08%3D)
Figure: Manage SRs
3. Click **SR ID** hyperlink for which you want to view or update. The Manage Service Requests detail page is displayed. .jpg?sv=2026-02-06&spr=https&st=2026-10-31T13%3A39%3A51Z&se=2026-10-31T14%3A39%3A51Z&sr=c&sp=r&sig=1W%2F9tIz91ml1%2FHQwY7Y7suj2V%2FdcJYslGwHE79QCd08%3D) Figure: SR Details page
4. 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.**
5. 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.
The 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 page has different icons. 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 page:
**Send Email**
Click **Send Email** icon to the stakeholders of the SR regarding the updates related to the SR. Once you click the Send Email icon, Send Email window pops-up and the following fields are displayed.
.jpg?sv=2026-02-06&spr=https&st=2026-10-31T13%3A39%3A51Z&se=2026-10-31T14%3A39%3A51Z&sr=c&sp=r&sig=1W%2F9tIz91ml1%2FHQwY7Y7suj2V%2FdcJYslGwHE79QCd08%3D)
- Recipients Selection: Select the list of contacts by users or by recipients. Once you click the text field, the following options appears:
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.**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. 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.
- Specify the **Subject**, **Body** for the email. **Subject** and **Body** are mandatory fields. You can also send **attachments** with the email.
- Click **Submit** to save the email settings. If you do now want to configure the **Send Email** option, click **Cancel**.
**Change History**
Click **Change History** icon to view the Change History associated with the SR. The Change History page is displayed.
.jpg?sv=2026-02-06&spr=https&st=2026-10-31T13%3A39%3A51Z&se=2026-10-31T14%3A39%3A51Z&sr=c&sp=r&sig=1W%2F9tIz91ml1%2FHQwY7Y7suj2V%2FdcJYslGwHE79QCd08%3D)
Figure: Change History
The following are the different tabs in Change History to view audit trail of the SR. View complete record or log of all the changes made to the SR throughout its lifecycle by clicking on the **Change History** tab. View the **Change** **History** in Timeline view or Tabular view.
Click the date ribbon to expand it and view the complete details of the changes occurred on the SR. After clicking the date ribbon, the following page appears that displays who made the changes to the SR and on which date and time: Click the name of the person who made changes.
**Communication History**
Communication history tab 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 entitles. It offers an in-depth description of who spoke with whom, when, and what was said. Click the date and time ribbon to expand and view the details of communication history regarding the SR.
The Communication History page is displayedFigure: Communication History
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. Click icon to view the complete communication message. The following pop-up window is displayed that shows the complete image. Click to close the pop-up window.
**Workflow History**
View the entire history and progress of the Workflow associated with the SR in the Workflow History tab. Workflow History refers to a log a record of actions and events that have taken place during a workflow or business process.
.jpg?sv=2026-02-06&spr=https&st=2026-10-31T13%3A39%3A51Z&se=2026-10-31T14%3A39%3A51Z&sr=c&sp=r&sig=1W%2F9tIz91ml1%2FHQwY7Y7suj2V%2FdcJYslGwHE79QCd08%3D)
Click the individual log to expand and view the complete details of Workflow.
**Link History**
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.
Figure: Link History
Link History tab further has different labs 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. 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 monitory and guarantee the caliber of services they offer to clients.
There are two tabs in the SLA History tab:
- [Resolution SLA](/summit-platform/docs/manage-service-requests-1#resolution-sla)
- [Response SLA](/summit-platform/docs/manage-service-requests-1#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.