ServiceDesk Plus

    Request List view


    The Request List view organizes and manages the help desk tickets raised into ServiceDesk Plus. In the Request List view, you have the facility to,

    • View requests (incident and service requests) based on default filters

    • Customize your own filters

    • View Archived Requests

    • Customize the columns in the list view

    • Perform operations like edit, delete, assign and merge requests from the list view.

    Click Requests tab in the header pane. The page redirects to the request list view page displaying all requests in the Open status, by default.

    • Filter drop-down menu: 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.

    • Searching Requests based on Request ID: View the details of a request instantly by entering the Request ID and click Go button.

    • Settings: The Settings drop-down menu consists of options to Create Custom Views, Manage the Custom Views and set the frequency to auto refresh the request list view from every 3 minutes to 30 minutes.

      • Creating Custom Views:Create filters to customize and organize your request list view. The filters created can be made public or private.

      • Manage Custom Views: View, Edit and Delete your customized views.

    • New Incident: Create new incident requests instantly using the New Incident button.

    • Actions drop-down menu: Perform operations to bulk Edit Requests, Delete Requests, Pick up Requests, Close Requests, Merge Requests and Link Requests.

    • Column-wise Search: Perform column-wise search for specific Groups, Requesters, Departments, Sites and so on.

    Assigning Requests:

    Now you can assign requests to a technician or a group from the request listview page itself.

    To assign requests to technician/group,

    • Hover the cursor over the "unassigned" in the 'Assigned to' column.

    • Click on the dropdown and select the technician/group. Please note if you select a group, technicians related to that group alone will be listed.
    • Click Assign.

    Request Icon Indications:

      •     : After a request has been created by the requester, if the mail icon turns green,it indicates that the reply has been sent by the technician.

      •       : If the mail icon turns red, it indicates that the requester has replied, but the request is yet to be responded by the technician.

      •   : The red mail icon with a number count, indicates the number of responses made by the requester with respect to the last response made by the technician. After the technician replies to the request, the mail icon turns green.



    Flags denoting 'Delay by' time and 'Due in' time.

    • : Yellow flag pops up, when the request SLA is 70% complete, indicating the "Due in" time without considering the non-business hours.
    • : Red flag pops up, when the request SLA is breached, indicating the "Delay by" time.


    SLA Column:

    Enabling the SLA column will display the request "Due in" time as well the request "Delay by" time without considering the non-business hours.



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