Editing a Request 

Editing a single request

• Click the Requests tab on the header pane. This opens the Request List View page.
• Click the subject link of the request that you want to edit from the view list page. This opens the View Request page.
• Now you will see the list of tasks that can be performed on the requests at top of the page.
• Click Edit on the top of the page to modify the request details.

[OR]

• From the request list view page, click theicon beside the request to be edited. This opens the Edit Request form where you can add resolution while editing, change the status of the request from open to close, and so on.  
• On modifying the values, click Update request to save the changes.

Inline edit

Alternatively, you also have an inline edit option to modify the request details in the view request page.

• To do an inline edit, click on the subject link of the request that you want to edit from the requests view list page.
• Click the field you want to edit. This opens the request form fields in an editable format. While editing the request details, the template is in non-editable mode. The department and contact number of the corresponding technician selected on editing the request get displayed.

• On modifying the values, click Update request to save the changes.

Request details such as category, mode, status, site, etc that are deleted after being used in a request, will not be deleted completely. They will be marked as Inactive indicating that they are not for further usage and cannot be used for new requests. 

Editing multiple requests

You can edit more than one request at one go. For instance, assume you want to assign a group called Printer to ten requests relating to printer problems or you want to assign a category to bulk requests. Then, instead of editing the requests individually, you can perform a bulk edit to edit the requests instantly.     

• To edit multiple requests, click the Requests tab in the header pane. This opens the requests list.
• Enable the checkbox beside the requests to be edited from the request list view page.
• Click the Edit Request button on top of the Request List View page. The edit request page opens. The title displays the request IDs that are grouped together to edit.
• Start editing the fields. For example, if you want to replace the categories of all the requests grouped together into the desktop, then choose ‘desktop’ from the category combo box.
• Next, specify the Reason for updating the request in the given text field.
• Click Submit to save the changes.

Modifying Template of Requests

While editing a request, you can change the template applied on the request.

• In the Edit Incident/Service Request form, modify the template applied from the Select Template field.

• Specify how to manage the request data by enabling the following options:
  • Overwrite existing fields with default values from the new template: Update existing field values with values configured in the selected template. You can choose to apply template values to all fields or only empty fields.
  • Delete tasks from the previous template: You can choose to delete tasks added to the request from the previous template.
  • Copy checklists along with values to this new template: By default, checklists in the selected template will be added to the request. Enable this option to retain the existing checklists and their values as well.
• Click Update.

Change the SLA for service request

You can change the SLA for a service request from the Requests Details View page if Use SLA selected by the user or Use both user selected and condition based SLAs option is configured in Advanced Portal Settings.

• Go to Requests List View page, select a service request.

• Click Edit in the header tab.

• Click Change SLA displayed in the top right corner of the edit request form and select the required SLA.

• Click Update Request to save the changes.