Requests list view

The list view is a tabular, compact view that groups request data under various columns. By default, requests are displayed in the list view.

The Unassigned and Assigned requests that are unopened are displayed in bold. Technician status is also available: green circle indicates online and grey circle indicates offline.

Role Required: Users with View Request permission.

Apply Custom filters
Apply Time filters
Toolbar Actions
List View Actions
List View Indicators

Apply Custom filters

You can apply custom filters or create new custom filters as per your requirements. To learn more, click here.

Apply Time Filters

Using the time filter, you can view requests last updated within the selected period. You can apply the time filter by clicking the icon.

Toolbar Actions

Choose Columns to display

Column chooser helps you customize the information you want to view on the list view page. You can choose up to 70 columns to view on the request view page by clicking the column chooser icon . You can also re-order the columns using the icon.

Search Requests

Column Search

Click theicon on the toolbar to search through all the columns you have selected to be displayed in the Request list view.

You cannot search for requests using any of the Date fields.

Global Search

You can search for a specific request using request details like ID, subject, requester’s name, group etc. You can use special characters to perform advanced search. Refer the table below for pointers:

Search Type	Definition	Character	Use Case
Phrase Search	Search for a specific set of words	Enclosed Quotations (" ")	"pending approvals" will display requests that contain the exact phrase and DOES NOT include records that contain either pending or approvals.
Wildcard Search	Search using only a partial term	Asterisk (*)	hig* will contain results containing words like high, higher, highest.
Wildcard Search	Search to match a single character	Question Mark (?)	close? will match only closer and not closest.
Fuzzy Search	Search for misspelled items	Tilde (~)	approve~1 will match words with up to 1 error and return matching results.
Merged and Archived requests Search	Search through merged and archived requests.	Hashtag (#) preceding the request ID	#49 will display the results from the archived list or merged list.

To learn more about searching requests, click here.

Raise New Requests

Create new incident requests by clicking the New Incident button on the toolbar. Click the arrow beside the button to raise a service request or use pre-defined incident templates. To learn more on raising requests, refer to the links below:

Bulk Actions

You can select multiple requests and perform bulk operations such as edit, delete, pick up, close, merge, link, or assign several requests in one go.

Apply Row Colors

You can color-code to highlight requests based on their Status, Priority, or Category by clicking the Row Color Settings icon . To learn more, click here.

Customize the Layout

You can customize the layout of the request list view by clicking the icon.

Records per page: You can limit the number of requests displayed on a page.
Sort By Column: Sort and view the requests based on the criteria listed in the drop-down. You can also click the column name on the list view page to sort the requests accordingly.
Refresh Frequency: Set a 3, 5, 10, or a 30-minute interval to auto-refresh the request list view page.
Display Density: You can choose to view the requests in a compact, dense manner or in a comfort, more spacious manner.

List View Actions

Edit Request

You can edit an individual request by clicking the icon beside the request.

View conversations

Click the icon beside the request. This will open the Conversations page of that particular request where you can view all the emails, notifications, and notes recorded for the request. To learn more, click here.

View/Add Notes

Click the Notes icon to view/add notes to the request. If no notes are added to the request, the icon will appear grey. Once you add a note, the icon will turn yellow.

Assign Group/Technician

You can assign a request to a group or technician from the Group or Technician columns using spot edit.

Click the technician or group name from the corresponding column.
Based on the issue, you can assign this request to the appropriate Group, and to the Technician who belong to that group from their respective drop-downs [or] you can select either.
Click Save to assign the request.

View Request Details Summary

You can view the summary of the request details in the list view as a pop-up. Hover over the request subject to view the request description and category.

Monitor Tasks

You can view all task-related information at a glance from the list view. The task information is displayed using a progress bar that shows the number of tasks associated with the request and progress in completing them.

You can preview task details by hovering over the tasks progress bar icon to view a summary of the tasks such as the total pending tasks, completed tasks, and assigned tasks.

Click the tasks progress bar icon to view a comprehensive summary of tasks associated with the request. Click the task subject to expand for more details.

You can view the task details only if you select the Tasks column from the Column Chooser.

Add Worklog

Technicians working on a request can activate the worklog timer to track the time spent on each request by clicking the worklog timer icon. Upon stopping the timer, you can add the time spent as worklog to the request.

For the worklog timer to appear in the list view, select the Worklog Timer column in the Column Chooser.

Track Last Updated Time

The Last Updated Time will be updated after each request's update, and the time of the latest reply to a request by a technician/requester will also be updated. This will help you serve your requester better.

For the last updated time to appear in the list view, select the Last Updated Time column in the Column Chooser.

List View Indicators

: Indicates incident requests.

: Indicates service requests.

: Indicates VIP requesters.

: Indicates that the requester raised the request on behalf of another requester. Hover over the icon to see the user name on whose behalf the request was created.

: Indicates that the requester has not submitted any reply to the request yet.

: Indicates that the technician is yet to reply to the requester.

: Indicates the number of responses made by the requester that are awaiting the technician's response.

: Indicates that the technician has replied to the requester.

: Indicates that no notes are added to the request.

: Indicates that notes are added to the request.

: Yellow flag pops up when the request SLA is 70% complete.

: Red flag pops up when the request SLA is breached.

: Indicates that the first response time is violated.

: Indicates that first call resolution was marked for the request.

: Indicates that attachments are added to the request.

: Indicates that is the request is currently On Hold and is scheduled to be moved to a progress status.

: Indicates that the requester has raised cancellation.

: Indicates that the request is awaiting update from the Editor.

: Indicates that no one is working on the request presently.

: Indicates that you are working on the request currently; click to see the time logged so far.

: Indicates that you and the number of other technicians are working on the request currently; on clicking over it provides the name of the technicians and the time they have logged so far.

: Indicates that some other technician is working on the request currently; click to see the name of the technician and the time logged so far.

: Indicates the number of other technicians who are working on the request currently; click it to see the name of the technicians and the time they have logged so far.