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This documentation supports the 19.08 version of Change Management.

To view an earlier version, select the version from the Product version menu.

Performing other service request functions

In addition to defining a service request, you can perform the functions listed in the following table. All the listed functions are performed from the Requester console.

Additional service request functions

Function

Action

Filter your service requests

Click the appropriate link from the View Requests section, located in the Navigation pane, and then select Open or All.
Important: Open is the default view. To change the default view, select another sort option, and then click Save As Default View.

View a service request

From the My Requests table, select the service request, and then click View.

Only the requests that the logged in user has submitted appear in the My Requests table. Change requests are prefixed with CRQ and Incident requests are prefixed by INC.

Add work information

From the My Requests table, select the service request, and then click View.

Click the Add Work Info link in the Console Functions section of the Navigation pane.

You can add:

  • A summary of the work log in the Summary field
  • Additional information in the Notes field
  • An attachment. You can add only one attachment for each work information entry. To add multiple attachments, add multiple work information entries.

Search for a request by request ID

In the General Functions area of the Navigation pane, click Search by Request ID, and then enter the complete Request ID or the numeric part of the ID.

Print a service request

From the My Requests table, select the service request, and then click Print.

Review the report, and then click the print icon on the toolbar.


Cancel a service request

From the My Requests table, select the service request, and then click Cancel. The Status changes to Cancelled.

You can only cancel a service request that is open.

Reopen a request

From the My Requests table, select the service request, and then click Reopen. The Status changes to New, Staged, or In Progress.

You can only reopen service requests that are completed or rejected.

Complete a survey

From the General Functions are of the Navigation pane, click View Survey, select a survey, and then click Respond. Type your responses to the questions, and then click Save.

After your service request is completed, you are notified through email to respond to a survey. To enable surveys, they must defined for your company and the option must be selected.

View broadcast messages

View the broadcasts by clicking the Broadcast link in the Navigation pane.

Important: If there are new broadcasts, the label on the link changes to New Broadcast, and the color of the link changes from gray to red.

To view more details, select a broadcast entry, and then click View.

Broadcasts are filtered by the logged-in user's company. If the logged-in user's company cannot be determined, only Global broadcasts appear. Only Public messages are shown to the requesters.

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