Viewing a Request

     

    To view a request available in the ServiceDesk Plus - MSP Request module

    1. Log in to the ServiceDesk Plus - MSP application using your user name and password.

    2. Click the Requests tab in the header pane. The next page lists all the requests associated to the accounts of the logged in technician in the ServiceDesk Plus - MSP application in the Open status. Unassigned and assigned requests that have not yet been viewed by the corresponding technician even once will be in bold text, while the viewed requests will be in regular font.

    3. Click on the Title of the request that you want to view. This opens the View Request page. By default the page displays Request, Resolution, and History tabs.

      From the request details page, you can navigate to the previous or the next request using the navigation buttons on the top right hand side corner. Using this, you need not return back to the list view page to view the next request.

    If the contract added to the account under contract billing expires, and whenever the allowance for an account is consumed and if the service plan additional usage option is set to block requests once the allowance is consumed, an alert message can be viewed at the top of the request details page. The alert messages seen in the Request Details page are: notification stating that the allowance has been consumed or contract expiry notification.

    req-details-page

     

    In the request tab, the data is grouped in a logical manner. By default this page displays Subject of the request & Description of the request, Request Details, Requester Details and Time Elasped. The Request ID is displayed on the top left corner of the page below the tabs. The Status, Priority, Billable, and Contract Status of the request is displayed on the top right corner of the page.

    Note: You also have other blocks displayed in this page such as Conversations, Discussion Notes & Time Spent blocks. These blocks gets displayed on adding the same to the request.

    If the request is submitted for approval then the Approvals tab is viewed along with the Request, Resolution and the History tabs. The Approval Status is shown on the top right corner of the page below the Status and Priority. To know more refer Submit For Approval.

     

    Viewing Request Details

     

    The Request Details block displays the Status, Group, Category, Sub Category, Item, Workstation, Created Date, Created By, Technician, Priority, Mode, Level and Due Date of the request. You have inline edit option to edit all the request details under this block. To edit the details click the link available for each of the request details against each field. Say for ex. If you wish to change the technician Jeniffer Doe to John Abraham for Request ID 14 then click the name of the technician and select the technician name from the list.

     

    Viewing Requester Details

     

    In the Requester Details block, the details of the requester such as the Requester Name, Contact Number, Department, Email Address & 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.

     

    Viewing Conversations

     

    Next is the Conversations block, which displays the mail transactions / threads that have been exchanged between the technician and the requester, related to the request.

    Click the View Requester Conversations link to view the history of all the conversations. Conversations are listed in the ascending order of the time. The conversation block is visible only if there have been any mail transactions between the requester and the technician.

    Note: If any mail transactions/ threads has an attachment, then the same can be viewed under View Requester Conversation block. To know more refer Request Conversation.

     

    Viewing Discussion Notes

     

    Once you add a note to the request the Discussion notes gets displayed in descending order of their date of creation just below the Requester Details block. If you select the option "Show this notes to requester" then the note will be displayed as Public. Else will be listed as private.

    You also have an option to edit or delete the discussion notes.

     

    Asset belonging to the User, while adding users to ServiceDesk Plus - MSP 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.

     

    Cost of a Request

     

    Finally, you can enter the time spent details for the request.

    1. Click Work log tab in the Request Details page. Click Add Work Log button. (OR)

      Alternatively, you can enter the time spend details for a request by clicking Add Work Log option under Actions combo box from the request details page. The Add Work Log dialog pops up with the subject and request id of the request mentioned.

    add-wroklog

    1. The Subject and Request ID is displayed at the top of the page.

    2. By default, the technician assigned to the request is displayed in the Technician Resolving This Request drop down box. If required, you can choose the technician from the drop down list. This field is mandatory.

    3. Select the date and time when the request was Executed using the calender icon. This field is mandatory.

    4. On selecting the executed time, the number of hours is automatically calculated as a difference between the executed time and the time when the request is created or the executed time of the last added worklog. If you have specified any additional usage charges under Service Plan, then the differential cost per hour specified and added to the Service Plan is displayed automatically. These hours can be modified by the technician, if 'Allow technician to overwrite the time taken to resolve' option is selected under Service Plan page.

    5. If there are any Additional Cost, then the same can be provided by clicking the Add Cost button. Specify the Item, Quantity and Price in the fields provided.

      NOTE: The availability of Additional Cost field is based on the settings under Service Plan.

    6. Using the above two data, the Total Worklog Cost ($) (Incident Cost + Additional Cost) will be calculated and displayed automatically.

    7. Specify the Description about the time spent details in the given text box.

    8. If you wish to make this time entry as non-billable, select the Mark this worklog as non-billable check box. The worklog will be marked as non-billable.

      NOTE: When a worklog is marked as non-billable, only the additional charges will be considered for billing.

    9. Click Save.

     

    The Created Date field displays the time when the request was created. Based on the priority of the request and SLA that is associated with the requester/workstation/department, the Due By Date is calculated. If you have responded to the requester then you will see the Responded Date displayed just below the Priority field in the Request Details block. When you add any notes to the request, it gets appended below the Task Details block. The Time Spent on the request will also be calculated and displayed. The total time spent will exclude the time that the request was on hold and then calculate the total time from the time of creation till the request was closed.

    If any notes are added to the request, they will be available below the description of the request. The notes are displayed in the descending order, with the latest added note displayed first and the rest below that. The notes can usually be added to convey any technical information related to the request or to convey the request status.

    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.

     

    Viewing Resolution

     

    To view the resolution for the request in the view request page

    1. Click the Resolution tab next to the request tab.

    2. The current available resolution for the request is displayed in this page. You have an edit option on the right side of the resolution. If there are no resolutions available for the request, then the blank text is shown for you to add the resolution if needed. To search for resolutions from the solutions database, click Search Solutions button.

    3. The resolution is a documented information of how the issue was resolved. This documented information can be very useful for future reference. This resolution can also be added to the knowledge base as an article which can be searched by requesters for resolving issues faced by them.

    4. The status of the request can be modified while adding a resolution on selecting the status from Change Status To combo box.

    5. You also have an option to Add Time Entry to the resolution. Select Add Time Entry option by enabling the check box and specify the details.  

    Viewing History

     

    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.

     

    Viewing Account Details

     

    The account details tab displays the Account Details, Contract Details and the Billing Details associated with the Account. The Account details includes the Phone Number, E-mail ID, Fax Number, Web URL and any attachments added to the account. Contract details such as contract start date and expiry date are displayed. The number of hours consumed for an account and the remaining allowance hours are displayed under Billing Details block.


     

     

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