My Service Requests - List

Access to view the list of Service Requests (SRs) is an essential part of keeping a tab on the status of the SRs.

To view the logged SRs, perform the following steps:

1. Login to the platform.
2. Navigate to My Apps > Service Management.
3. From the left panel, select Service Request.
4. Click My Service Request to view the list of all logged SRs. 
   Figure: My Service Requests - List page
5. There are different tabs on the top of the list page to view the different SRs as per their status. (Refer the following screenshot)
   Figure: SR List page - tabs
    
   The different tabs present are:
   • Awaiting Approval
   • New
   • Assigned
   • In Progress
   • Pending
   • Resolved
   • Closed
   • Cancelled
   • Approved
   • Rejected
     
     Click on the required tab to view the list of respective SRs with the selected status.

View

On the My Service Requests list page, you can view the list of logged Service Requests using following options:

• Grid
• Filters
• Search

A specific list of SRs can be viewed based on applied filters or search criteria. Also, the list can be viewed in Tile view or List view as per requirement.

Grid

Manage the visual balance of the displayed information using two different views.

Figure: Grid and list view

To view My Service Requests list page in list view, perform the following steps. 

1. On the My Service Requests list page, click Grid icon on the top right corner just above the list of forms. It displays all logged SRs in a grid view. The information for an individual form is displayed in tabular form.
   
2. On the My Service Request list page, click List icon on the top right corner just above the list of forms. It displays all logged SRs in a list view.
   

Age of Service Requests

The list page of SRs also displays age of the tickets. A color-coded flag next to the SR creation date represents the duration since the creation of SRs directly on the list page. Refer the below sample screenshot:

Figure: Color-coded flags for SR age

These color-coded flags help for proactive management of SRs. This visual representation allows to quickly assess the urgency and prioritize actions based on SR age. On hover over the color-coded flags, a tooltip displays more details about the age of the SR.

Refer the below table for the different color-coded flags used to indicate the age of SRs:

Color-coded Flag	Age
Green	Green colordenotes that the SR is less than 2 days old.
Orange	Orange colordenotes that the SR is more than 2 days old but less than 5 days old.
Purple	Purple colordenotes that the SR is more than 5 days old but less than 10 days old.
Red	Red color denotes that the SR is more than 10 days old.

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

You have the provision 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 Advanced Filter icon to add advanced filters. A sample screenshot is shown below:
   Figure: Advanced Filter
    
   
2. Click Add Filter Set. A sample screenshot is shown below:
   Figure: Advance Filter - Conditions

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  Contains Equals Does not contain Not Equals (!=)
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.

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

Figure: Filters Count

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.

Search

The Search function enables you to search the logged SRs. You can click the search icon and type the specific SR ID which you want to search.

In the My Service Requests listing page, click Search icon and type the SR ID which you would like to search. The application displays the result in the result section for the typed SR(s). A sample screenshot is shown below:

Figure: Search SR

Click X (close icon) to clear the searched criteria entered.

Export

Export the current or all the list pages of the SRs in a Excel format using the Export icon. Once you click , the following options are displayed.

Figure: Export Service Requests

Click Export Current Page to export the data displayed in the current page. Click Export All to export data of all the configured closure code for incidents.