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.

Company and Console View options

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:




Shows 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


Shows requests that belong to you

Other Person

Shows all other requests that do not belong to your 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

When you select a request from the search results, an abbreviated list of details appears in the Request Summary. If the results list is paginated, you can select a page number from the Page drop-down list to navigate to a different page.

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.