View Requests based on Filters

 

The Filter drop-down menu consists of default filter list which classifies requests into three categories namely, My Group, Requests and My Views. The filter has options to restrict the list view to display Service Requests, Incident Requests or both, and link to view Archive Requests.

To view requests under the filter categories,

1. Click Requests tab in the header pane.

2. Select the Filter drop-down menu to view the list of filters.

   

 

My Groups

The support groups to which you are assigned is listed under My Groups.  You can view all the requests raised for a group using the filters.

 

Requests

The Requests consists of default filters which classifies requests based on the status.

• My Open Or Unassigned Requests

All your open requests and the requests that are not assigned to any technicians will be listed under this option.

• Unassigned Requests

All the requests that have not been assigned to any technician will be listed under this option.

• My Open Requests

Lists all the open request assigned to the logged in technician.

• My Requests On Hold

All your assigned requests that are kept on hold will be listed under this option.

• My Overdue Requests

Lists the requests assigned to the logged in technician that has exceeded the due date.

• My Pending Requests

Lists the requests assigned to the logged in technician that is unfinished.

• My Requests Due Today

Lists the requests assigned to the logged in technician that is due to complete on that day.

• My Completed Requests

Lists the requests assigned to the logged in technician that are completed and closed.

• Requests Pending My Approval

Lists all the request that require approval from the logged in technician.

• All My Requests

Lists all the requests assigned to the logged in technician.

• Open Requests

Lists all the open request irrespective of the technician.

• Requests On Hold

Lists all the request that are in on hold status.

• Overdue Requests

Lists all the request that have exceeded the due date.

• Requests Due Today

Lists all the request that are due for the day.

• Requests Pending Approval

Lists all the request that are pending for approval.

• Pending Requests

Lists all the unfinished request irrespective of the technician.

• Completed Requests

Lists all the closed request irrespective of the technician.

• All Requests

Lists all request irrespective of the status (closed, pending, open, on hold) and technician.

 

My View

The customized private views are listed under My Views. You can create a custom view from Settings drop-down menu -> New Custom View option.