Viewing details in a service request
- Request ID, Summary, Status, and Assignments
- Work information
- Service targets
Requests are usually attached to an incident, a change request, a work order, or another fulfillment application. Although incidents, change requests, or work orders inherit characteristics from the request on which they are based, they have a life cycle of their own.
To view details in a request
- 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.
- Select a request from the search results.
The request summary is displayed in the Details tab.
- To track the request's progress, click the Work Info tab.
You can review the work performed on the request by fulfillment workers, customers, and users. To filter the displayed work information, choose one of the following options from the Show list:
- All — Shows all work information
- Customer Communication — Shows only work information from the customer (requester)
- General Information — Shows general information about the request
- If BMC Service Level Management is installed, click the Service Level tab to view the information in the Service Targets table.
The associated service targets are listed in the Service Targets table. You can see whether the request is proceeding within the service target time limits, or whether the target was missed. If the service target is past due, you might want to contact the fulfillment providers for more information, especially if you need to reset expectations with the user.
- To view information about the request, click Request Details.
The Request Details dialog box shows read-only information about the request (for example, its request ID, its status, submit and required dates, and so on).
- To add notes or attachments to the activity log, click the Activity Log tab.
- To view the processes behind the request, click Process View.
If the Event Error button is enabled, it indicates a problem with the request that must be fixed. See Troubleshooting processes related to a service.