Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Service Request Coordinator console

Plan, coordinate, and track service requests by using the Service Request Coordinator console

You can review information about requests, such as the request ID, summary, status, assignees, and service targets. You can also add work information to requests, for example, to record information about tasks performed on a request and can follow the approval cycle of requests. Approvals can be required for status transitions of certain requests. 

To view all submitted requests, click Search in the Search Criteria panel. To find a specific request, enter the request ID in the Request ID field, and click Search.

If you leave all the Search Criteria fields blank, the search results display requests that you have permissions to view.

When you select a request from the search results, an abbreviated list of details appears in the Service Request Summary pane.

To change the contents of the search results (for example, to see all requests that need attention), use the Company and Console View options in the left navigation pane of the console. These options are described in the following table:

Menu

Option

Action

Company






Select companyShows the requests based on company. If you have permissions to view only a single company, only that company appears in the list. Selecting Global shows only the requests that are designated as Global. Clearing the field shows records for all companies to which you have access.

View Broadcast

Shows messages that are broadcast to all users in the company.

Needs Attention

Shows requests in which a fulfillment worker has entered an entry in the activity log. These entries are created when a fulfillment worker creates a work info entry for the fulfillment record and sets it to public visibility in the request's activity log. This is a signal to the requester to read the entry because it could contain important information that might need a response. As the request coordinator, you might want to read such entries to stay informed about activities centering around requests.

SRs With Errors

Shows requests that have errors you need to correct. See Troubleshooting processes related to a service.

Open Requests

Shows requests that have not been completed yet.

Console view


Myself

Shows requests that are assigned to you.

Other Person

Shows all other requests that do not belong to your support group.

Select My Groups > Select Groups

Shows requests for the support groups that you select.

All My Groups > Show All

Shows requests that are assigned to all support groups to which you belong.

Functions


BroadcastsShows messages that are broadcast to all users in the company.
Reports

Opens the Action Request System Report Console where you can generate various reports.

PreferencesOpens a pop-up window, where you can specify the default search criteria for the Service Request Coordinator console.
SuggestionsOpen the Suggestions form in a new tab, where you can provide suggestions for the console.
Other applications

Contains links to other consoles and applications of the BMC Helix ITSM.

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