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To view a request available in the ServiceDesk Plus Request module,
Click Requests tab in the header pane.
In the Request List view, click the Subject link of the request to view. The Request Details page is displayed showing the following tabs by default namely, Request, Resolution, Work Log and History.
NOTE:
The Conversations and Discussion Notes block are displayed when the same are added to the request.
The Approvals sub tab appears when the request is submitted for approval. The Approval Status of the request is shown on the top right corner of the page below the Status and Priority. To know more refer Submit For Approval.
The Tasks sub tab appears when tasks are added to the request.
You can also associate Problems and Changes to the incident requests. Refer the topics Associating Problems to Incident and Associating Changes to Incidents to know more.
In the Request tab, the data is grouped in a logical manner. By default this page displays the Subject and Description of the request, Request Details and Requester Details blocks. The Request ID is displayed on the top left corner of the page below the tabs. The Status and Priority of the request is displayed on the top right corner of the page.
Request Details block
The Request Details block displays the Request fields like Status, Priority, Technician handling the request, Due Date and so on. You have inline edit option to edit all the request details under this block.
To edit a request field using inline edit option, click the link available for each of the request details against the request fields. Say for example, to change the Level of the request from Tier 2 to Tier 4, select Tier 2 link of the Level field. The field is displayed as a drop-down menu. Select the level from the drop-down menu.
If there are any additional user-defined fields that have been added to the new request form, they are grouped under the Additional Request Details head and displayed just below the Request Details block.
Requester Details block
In the Requester Details block, the details of the requester such as the Requester Name, Contact Number, Department, E-mail Address and Mobile Number of the requester are displayed. You have inline edit option to edit all the requester details under this block. To edit the details click the link available for each of the requester details against each field.
Asset belonging to the User, while adding users to ServiceDesk Plus in the Admin tab, you have an option to Associate Workstation to the user. If you have associated workstation to the user, you can view the list of all associated workstations under this block.
Conversations block
The Conversations block is displayed only if there are any mail transactions or threads exchanged between the technician and the requester. The Conversation block is displayed above the Request Details block.
By default, the conversation between the technician and the requester is displayed. Click View All Conversations to view mail transactions between technicians, and also the threads between the technician and requester.
NOTE: If any mail transactions/ threads have an attachment, then the same can be viewed in the Conversations block. To know more refer Request Conversation.
Discussion Notes
The Discussion Notes block appears only when a note is added to the request. The notes are displayed in descending order of their date of creation. If you select the option "Show this notes to requester" then the note will be listed as Public. Else it is listed as private. You also have an option to edit or delete the discussion notes.
The Resolution tab displays the resolution added for the request along with the date and time. You can edit the resolution using the Edit icon 
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NOTE: Editing a resolution requires permissions that can be enabled under Admin tab -> Roles.
If there are no resolutions available for the request, then you can add a resolution in the text field. You can either manually enter the resolution or add a resolution using the Resolution Template. You can also search for resolutions from the solutions database by clicking Search Solutions button.
The resolution is documented information of how the issue was resolved and this documented can be very useful for future reference. You can add the resolution to the knowledge base by clicking Save and Add to Solutions button.
The status of the request can be modified while adding a resolution on selecting the status from Change Status To combo box.
You also have an option to Add Time Entry to the resolution. Select Add Time Entry check box and specify the details.
Work Log Tab
The time spent by a technician on a request is recorded in the Work Log tab. The Time Elapsed block list details such as the executed time of the request, the time elapsed, the technician handling the request and his charge. You can also add Work Logs from this tab.
The Tasks tab is displayed beside the Request tab and appears when tasks are added to the request. From this tab you can Add Tasks from the Template, Delete existing tasks and also Organize tasks.
The Approvals tab is displayed next to the History tab when a request is submitted for approval. It displays all the mails sent for approval in ascending order with the Approver e-mail address, Sent On, Status and acted on details of the request.
When the request is approved by the manager, the status of the request is changed Approved. If rejected, then the status of the request is changed to Denied.
To view the request history from the time of its creation, click the History tab in the view request page. The details that are displayed in the history are in the ascending order with the earliest performed action shown at the top of the page and the latest action at the bottom of the page.
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