Under Requests, you can create, edit, or manage all your incident and service requests raised from different channels. To access it, go to Menu
and tap Requests.
Under Requests, you can create, edit, or manage all your incident and service requests raised from different channels. To access it, go to Menu and tap Requests.
To filter out 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..
You can search for requests based on request ID, subject, or request name.
To search for requests,
Tap Search
on the top-right
Set the search filter by tapping Filter
and choose your preferred field.
Use a relevant search term in the search box to fetch results.
To create a new request,
Tap Add Request
.
Choose a template classification: Incident Templates or Service Category.
Select your preferred template.
Fill out the Add request form.
Finally, tap 
.
You can add new requesters while adding or editing a request.
Role Required: SDAdmin, Technicians with Adding Requester permission
Add Requesters
Go to Requests.
Tap Add Request 
to create a new request.
On the Requester name field, type the new username and tap Add <username> as a new requester.
While adding a new requester from an edit request form,
5. The new requester will be created upon request submission.
You can assign technicians to requests or pick up requests for yourself from the list view or request details screen. The request list view also supports bulk assignments and pick-up operations.
To pick up requests from the list view,
Select your preferred requests using the tap-and-hold action.
Tap Pick up
.
To pick up a request from the request details screen,
Go to Request Details by tapping your preferred request.
Tap More options
and choose Pickup.
Confirm your action.
To assign requests to a technician from the list view,
Select your preferred requests using the tap-and-hold action.
Tap Assign Technician
.
Choose a technician.
To assign requests to a technician from the request details screen,
Go to Request Details by tapping your preferred request.
Tap More options
and choose Assign.
Choose your preferred technician.
Finally, tap
.
You can also assign or change technicians by tapping the technician drop-down.
You can 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 request header on the details screen, and choose your preferred status.
Resource questions are added to service templates to gather necessary information about the requested service. There are four types of resource questions: yes or no, select box, check box, and text box.
Users can choose the resources, quantity, and also provide additional resource information while raising or editing service requests.
After adding the requirements, the total cost of the resources will be displayed on the top of the screen. Tapping on the total cost lists the break-up cost of resources.
You can merge different requests into a single request. Merging creates a parent-child relationship. If request A is merged with request B, then request A is the child and request B is the parent. All time entries, notes, conversations, and completed tasks of the child requests will be moved to the parent request.
To merge requests,
Select your preferred requests using the tap-and-hold action.
Tap More options
and choose Merge.
Designate a request as a parent request and tap Merge.
Sorting allows you to arrange requests in particular order and access them easily. You can sort requests based on request properties. Supported request properties are:
Request ID
Status
Subject
Requester name
Priority
Last updated time
To Sort Requests
Go to the requests list.
Tap 
on the top of the screen.
Select the required request property. Choose Ascending/Descending.
Tap Done.
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 More options
and choose Delete.
Confirm your action.
To delete a request in the request details screen,
Go to Request Details by tapping your preferred request.
Tap More options
and choose Delete
Confirm your action.
You can close requests from the request list view or request details screen. The request list view supports the bulk closure of requests.
To close requests from the list view,
Select your preferred requests using the tap-and-hold action.
Tap More options
and choose Close.
Provide closure details namely, first call resolution, requester acknowledgment confirmation, comments, closure code, and closure comments/status change comments.
Finally, tap SAVE.
To close a request in the request details screen,
Go to Request Details by tapping your preferred request.
Tap More options
and choose Close.
Provide closure details namely, first call resolution, requester acknowledgment confirmation, comments, closure code, and closure comments/status change comments.
Finally, tap SAVE.
