This documentation supports the 9.1 version of Service Request Management.

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

Viewing details of requests in fulfillment applications

If an incident, change request, or work order is attached to a request, you can view details, such as its Request ID, its work history, requester, submit date, status, and so on. You can also enter work information about the request.

To view request details

Select Functions > View REQ<number> in the Incident Management Console, the Change Management Console, or the Work Order form.

The service request details open within the Landing Console.


If you update customer information in the incident or change request, this information is not updated in the service request. The original customer information provided by the requester is preserved.

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  1. Parag Ghanekar

    the note above is not a correct statement. I have tested this and i am pretty certain that when we change the customer on an incident ticket, this is replicated on the Service Request. But this is not happening with Work Orders.

    Aug 21, 2018 10:00
    1. Surabhee Kulkarni

      Hello Parag,

      Sorry for the delay in responding.

      Thank you for pointing out this issue with the documentation. I have corrected the note with your feedback.

      Thanks and regards,

      May 18, 2020 06:33