Request Template View

Template View displays the requests as an extensive list. The crucial information of a request is displayed as fixed columns, while further information can be viewed under the subject of the request. Similar to the list view, the Unassigned and Assigned requests that are yet to be viewed by the corresponding technicians are indicated using bold text, while the viewed or already opened requests are shown using the regular font.

The Due By date of the request is displayed as calendar icons, along with the expected closure time. The summary of tasks in the request, along with the percentage completed, is indicated in the template view using an interactive pie chart icon.

Role Required: Users with View Request permission.

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

Apply Custom filters

You can apply custom filters, create new custom filters as per as 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

The column chooser helps you customize the additional information you want to view below the subject of the request. You can choose the fields you want to view on the request view page by clicking the icon. You can also sort the field order using the icon.

Search Requests

Column Search

Click the icon on the toolbar to search through all the columns present in the Request template view. Select the criteria and value and click Search. You can add several criteria by clicking icon.

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 an 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 to 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 template 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.
Refresh Frequency: Set a 3, 5, 10, or a 30-minute interval to auto-refresh the request template view page.
Display Density: You can choose to view the requests in a compact, dense manner or in a comfort, more spacious manner.

Template 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 add/view notes added 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 Technician column using spot edit.

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

View Request Details Summary

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

Monitor Due By date

The template view displays useful timeline information such as time-left until the due by date and time-elapsed since due by date violation. The due date is displayed as a calendar icon with the due day and time beside it. Different colors are used to indicate the due by date status:

Green: Plenty (over 30%) of time remains to close the request.

Blue: Request is on hold.

Yellow: Request is due today; the time to close the request is scheduled after the current time.

Red: Due By date is violated.

Black: Request is closed.

Monitor Tasks

You can view all task-related information at a glance from the template view. The task information is displayed using a pie chart 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 pie icon to view a summary of the tasks such as the total pending tasks, completed tasks, and assigned tasks.

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

Add Worklog

Technicians working on a request can activate the worklog timer to track the time spent on each request from the template view. Different timer icons represent if the current technician, some other technician, or no technician is working on the ticket.

You can start the timer on a request assigned to you 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 template 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 template view, select the Last Updated Time column in the Column Chooser.

Template View Indicators

: Indicates incident requests.

: Indicates service requests.

: Indicates VIP requesters. These requests will be handled with high priority by the technicians.

: Indicates that the requester raised the request on behalf of another requester.

: 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 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 an 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.