The request list view allows you to create requests, assign requests to technicians, merge similar requests, modify status, close requests, and so on.
To filter requests in the list view,
Tap the filter drop-down on the top-left.
Select your request type: Incident requests, Service requests, or Both.
Choose your preferred filter.
Search requests based on request ID, status, subject, request name, or priority.
Tap Search 
on the top-right.
Set the search filter by tapping Filter 
and choose your preferred field.
Enter a relevant search term in the search box to fetch results.
Go to Requests.
Tap Add Request 
on the top-right of the screen.
Choose a template type: Incident or Service Category.
Select your preferred template.
Fill out the form.
Finally, tap 
.
Add new requesters while adding or editing a request.
Role Required: SDAdmin, Technicians with Adding Requester permission
On the request add/edit form, tap the Requester field.
Tap Add New Requester.
Enter the new requester name.
Tap Done.
The new requester will be created upon request submission.
While adding or editing service requests, resource questions allow you to choose resources, quantity, and provide additional information on the requested service.
Resource questions are of four types: yes or no, select box, check box, and text box.
After adding the requirements, the total cost of resources will be displayed on the top of the screen. Tapping on the total cost lists the break-up cost of resources.
Assign technicians to requests or pick up requests for yourself from the list view or request details screen. The request list view supports bulk assignments and pickup operations.
To pick up requests from the list view,
Select your preferred requests using the tap-and-hold action.
Tap Pick Up 
.
Alternatively, swipe a request card to the left and choose Pick Up 
.
To pick up a request from the request details screen,
Go to Request Details by tapping your preferred request.
Tap 
and choose Pick Up.
To bulk assign requests to a technician from the list view,
Select your preferred requests using the tap-and-hold action.
Tap Assign 
.
Choose a technician.
To assign a single request, swipe the request card to the left and choose Assign 
.
To assign requests to a technician from the request details screen,
Go to Request Details by tapping your preferred request.
Tap 
and choose Assign.
Assign a technician.
Finally, tap
.
You can also assign or change technicians by tapping the technician drop-down.
Modify the request status from the list view or request details screen without using the request edit form.
To do this, tap the Status drop-down on the request card in list view or on the request details screen, and choose your preferred status.
. 
You can merge multiple requests into a single request. Merging creates a parent-child relationship. All time entries, notes, conversations, and completed tasks of child requests will be moved to the parent request.
To merge requests,
Select your preferred requests using the tap-and-hold action.
Tap Merge 
.
Designate a request as parent request.
Sort requests based on request properties.
Pull down the requests list view.
Tap the Sort 
icon on top of the screen.
Select a request property.
Choose ascending or descending.
Finally, tap 
.
To initiate a call to a requester, swipe the request card to the right and tap Call.
You can delete requests from the request list view or request details screen. The request list view supports bulk delete operation.
To delete requests from the list view,
Select your preferred requests using the tap-and-hold action.
Tap Delete 
.
Confirm your action.
To delete a request from the request details screen,
Go to Request Details by tapping your preferred request.
Tap More 
and choose Delete.
Confirm your action.
You can close requests from the request list view or request details screen. The request list view supports bulk closure of requests.
To close requests from the list view,
Select your preferred requests using the tap-and-hold action.
Tap Close 
.
Provide closure details namely, first call resolution, requester acknowledgement confirmation, comments, closure code, and closure comments/status change comments.
Finally, tap 
.
To close a single request, swipe the request card to the left and tap Close 
.
To close a request from the request details screen,
Go to the request details screen.
Tap 
and choose Close.
Provide closure details namely, first call resolution, requester acknowledgement confirmation, comments, closure code, and closure comments/status change comments.
Finally, tap 
.
