This documentation applies to the 8.1 version of Service Request Management, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

Adding work information to a request from the Service Request Coordinator Console

You can add work information to the request on the Work Info tab on the Service Request Coordinator Console. Use this feature to add work information about tasks performed on the request (such as the steps you took to troubleshoot an incident).

To add work information to a request

  1. From the Service Request Coordinator Console, search for and select your request.
  2. Click Add Info To Request.
  3. In the Request Work Info dialog box, select the work information type, for example, General Information.
  4. From the Source list, select the source of this information.
    Information sources can include email, system assignment, or the web.
  5. Enter the details of your work information record in the Date, Summary, and Notes fields.
  6. From the Locked list, select Yes or No to lock the log.
  7. Select the view access:
    • If you want only users in your organization to see the entry, select Internal.
    • If you want everyone with access to the system to see the entry, select External.
  8. To add attachments to the entry, click Add.
  9. Click Save.
    Your entry is added to the work history of the request.
  10. To see a report of the activities you performed against this request, click Report.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.