Introduction
All Service Requests provides an organisation-wide view of service requests submitted through the system. It allows authorised users to monitor requests, track their approval status, and review the associated authority board to understand the approval process.
Unlike My Approvals, which displays requests associated with the logged-in user's approval responsibilities, this section provides a broader view of service requests across the organisation, subject to the user's access permissions.
Using this section, you can:
- View All Service Requests: Access service requests submitted across the organisation, based on your permissions.
- Track Approval Status: Check the current approval status of each request.
- Review Authority Board: View the approval details associated with a request.
- Open Request Details: Access individual requests to review their information and approval progress.
- Perform Bulk Approval Actions: Select multiple requests and approve or reject them together, provided you have the required permissions and the requests are eligible for bulk decisions.
These features help authorised users monitor service requests, manage approvals efficiently, and reduce the time required to process multiple requests individually.
Navigation: Sidebar › Ticket › Service Request > All Service Requests
Viewing All Service Requests
Step 1: Open All Service Requests from the Service Request area.
Step 2: Review each card’s subject, request ID, requester, department, date/time, company, approval requirement, status, authority board, and last update.
Step 3: Use Search, Filter, Refresh, the page-size selector, or pagination to find a request. Click View Details to open the shared Service Request details page.
Figure: All Service Requests list
| Item | Description |
|---|---|
| Request subject and ID | Identifies the service request and its request number. |
| Requester / department | Shows who submitted the request and the associated department. |
| Submission date / company | Shows when the request was created and the company associated with it. |
| Approval requirement | Indicates whether approval is required for the request. |
| Status | Shows the current request status, such as Approved or Waiting for Approval. |
| Authority Board | Shows the authority board or approval group currently associated with the request. |
| Last Update | Shows the most recent recorded update time. |
| View Details | Opens the selected request details, including its approval information. |
Creating a Service Request
Step 1: Click Add Ticket to open the Create Ticket form. Fields marked with an asterisk (*) are required.
Step 2: Select the Company, Department, User (Ticket Raiser), and Problem Category. Select a Priority and enter the TAT in hours.
Step 3: If a dynamic form is configured for the selected Problem Category under Sidebar > Ticket > Problem Category, the form opens automatically. Complete the required fields before continuing. Dynamic forms are managed under Sidebar > Ticket > Service Request > Dynamic Form.
Step 4: Complete the Subject and Content fields. Add the device, reply-to account, seat number, tags, and CC email information where needed.
Step 5: Add supporting files by dragging them into the attachment area or clicking Add Attachment. Review the ticket-raiser information panel to confirm that the request is being raised for the intended user.
Step 6: Click Create to submit the request, or Close to exit without creating it.
Figure: Create Ticket form
| Field | Description |
|---|---|
| Company | Select the company for the request. |
| Department | Select the department associated with the request. |
| User (Ticket Raiser) | Select the user on whose behalf the ticket/request is raised. |
| Problem Category | Select the problem or request category. |
| Priority | Set the request priority. It is filled in automatically based on the selected category; users with the required permission can change it. |
| TAT | Enter the turnaround time in hours. This value is filled in automatically based on the selected category; users with the required permission can change it. |
| Device | Optionally link the request to a device. If selected, the request is associated with that device and can be viewed from the device information page. |
| Reply To | Select the email account to use for replies, if configured. Replies use the account configured under Sidebar > Ticket > Outgoing Mail Settings. |
| Created Via | Shows the source used to create the request, such as Portal, Call, Email, or Bot. Available options depend on the configuration. |
| Subject | Enter a short title for the request. |
| Seat No | Optionally enter a seat number. Seat information is configured in the user details under Sidebar > Users. |
| Tags | Select one or more tags to help categorise the request and make it easier to find when filtering. |
| Content | Enter the request description or supporting notes. |
| Attachment | Optionally attach supporting files. The screen notes a maximum of 10 files and a combined total size of 10 MB. |
| CC E-Mails / E-Mails | Use the CC option and Add CC field to include additional email recipients. CC recipients receive notifications about ticket/request actions and activity. |
| Ticket Raiser Info | Displays the selected creator user’s available profile details, such as name, designation, location, mobile, email, and company. |
Reviewing Request Details
Step 1: Click View Details on the required request card.
Step 2: Review the request subject, status, creator, company, department, category, and creation/update timestamps. Select View More Information to inspect additional fields where available.
Step 3: In the Approvals tab, review each approval entry, including the approver, decision status, decision date, elapsed days, and comments.
Step 4: Select Conversations to review the conversation thread associated with the request. The same details page is reused by All Service Requests, My Service Requests, and Archived Service Requests.
| Detail / Area | Description |
|---|---|
| Request summary | Displays the subject, current status, creator, company, department, category, and record dates. |
| Creator Info | Shows the request creator’s name, location, email, and company. |
| View More Information | Expands or opens additional request fields where available. |
| Approvals tab | Lists approval records, including the approver, status, date, duration, and comments. It shows who approved or reviewed the request and any comments they added. |
| Conversations tab | Displays the conversation information associated with the request. |
| Service Ticket / History / Print / View Form | Service Ticket: Opens the ticket created after the request is approved. History: Displays the request's history timeline. Print: Prints the request details for reference. View Form: Displays the dynamic form submitted when the request was created. |
Viewing Request History
Step 1: From the request details page, click History.
Step 2: Review the timeline from oldest to newest or scroll through the available events. Each event can show a timestamp, the person involved, the approval response or comment, and the associated action.
Step 3: Use the history to understand when a decision was recorded and whether comments were added to the request.
| Item | Description |
|---|---|
| Request summary | Shows the subject, ticket/request ID, company, department, and category. |
| Timestamp | Date and time of the recorded event. |
| Person / event | Identifies the user and action, such as an approval response or a comment. |
| Comment | Shows the comment associated with the event when one was recorded. |
| Approval information | May include approval mode and the number of days recorded for a decision. |
Filtering Service Requests
Step 1: Click Filter on a service-request list.
Step 2: Set one or more available filters. You can filter by status, department, problem category or subcategory, authority board, current authority board, approval mode, approver, VIP-ticket setting, date, or date range.
Step 3: Click Apply to display matching requests. Click Clear to remove the selected filters and start again.
The same filter fields and request detail page are used by All Service Requests, My Service Requests, and Archived Service Requests; the other sections refer back to this shared procedure.
| Filter | Description |
|---|---|
| Status | Filter requests by their current status. |
| Department | Limit results to a selected department. |
| Problem Category / Sub Category | Filter by the selected category or subcategory. |
| Authority Board / Current Authority Board | Filter by the configured authority board or the current approval authority board. |
| Approval Mode / Approver | Filter by approval mode (Group, Minimum, Manager, or Department Head) or select a specific approver. |
| VIP Ticket / Date / Date Range | Filter by VIP-ticket setting, a selected date, or a start/end date-time range. Use Clear to reset filters and Apply to apply the selections. |
Making a Bulk Decision
Step 1: Select the checkboxes for the requests to process. Use the list’s selection controls to choose the required requests.
Step 2: Open the bulk-decision action. Confirm that the displayed approval IDs match the requests you intend to process.
Step 3: Select the required status and enter a comment. Both status and comments are required on the displayed Bulk Decision form.
Step 4: Click Submit to apply the decision to the selected requests. Click Close to exit without submitting.
| Field / Control | Description |
|---|---|
| Selected approval IDs | Lists the approval/request IDs included in the bulk decision. Confirm these before submitting. |
| Select your status | Choose the decision status, such as Approve where available. |
| Comments | Enter the required comment explaining the decision. |
| Submit / Close | Submit the bulk decision or close the dialog. |