My Service Requests

Introduction

My Service Requests provides a central place to view and track the service requests you have submitted. It helps you monitor your requests, check their approval status, and stay informed about their progress.

Each request is displayed as a card containing important information to help you identify and track it easily.

The following details are available for each request:

• Request Details: The subject and unique request ID.

• Requester Information: The name of the person who submitted the request.

• Department and Company: The department and company associated with the request.

• Submission Date and Time: When the request was created.

• Approval Requirement: Indicates the approval requirements associated with the request.

• Approval Status: Shows the current status of the approval process.

• Authority Board: Displays the approval authority details associated with the request.

• Last Updated: Shows when the request was last updated.

These features help you track your submitted requests, monitor approval progress, and quickly access the relevant request information from one place.

Navigation Path: Sidebar > Ticket > Service Request > My Service Requests

Viewing My Service Requests

Step 1: Open My Service Requests from the Service Request area.

Step 2: Review the request cards and their status/authority information. Use Search or Refresh to locate or reload records.

Step 3: Click View Details to open the shared detail page. Use the common filter procedure to narrow the list.

Figure: My 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 will be autoset as per category however if permission given one can edit
TAT	Enter the turnaround time in hours. It will be autoset as per category however if permission given one can edit
Device	Optionally link the request to a device. This request will be created against this device if selected which you can see at the Device info
Reply To	Select the account to use for replies, where configured. The reply will triggered by this email configured at Sidebar > Ticket > Outgoing mail setting
Created Via	Shows the creation source; the displayed value is Portal. You can select call as well. This will be source of the ticket. In some case it will be shown as mail and bot as well.
Subject	Enter a short title for the request.
Seat No	Optionally enter a seat number. Congiured at user detail From Sidebar > User
Tags	Select one or more tags, if applicable. This will help in tagging ticket and searching when filter
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 when needed. The cc marked users will be notified for the action and activity performed on ticket/request.
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.

Figure: Service Request details and approvals

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 approver, status, date, duration, and comments. This section shows the approval details like who will be approveinh and comment by approver.
Conversations tab	Displays the conversation information associated with the request.
Service Ticket / History / Print / View Form	Service ticket: Button help to redirect you to the ticket created after approval of the request. History: Shows the history time line of the request Print : Allows user to print the request detail page for the reference View Form: Shows the dynamic form submitter at the instance of generating request

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.

Figure: Service Request History timeline

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.

Figure: Service Request filter dialog

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|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.