Viewing Requests Based on Filters

 

ManageEngine SupportCenter Plus allows you to view the list of requests and also set a time period for auto refreshing the request list view page.

 

To auto refresh the list view page

  1. Log in to the SupportCenter Plus application using your user name and password.
  2. Click the Requests tab in the header pane. In the Requests list page, just below the header links, top right corner, you will see an editable field, Refresh this page. By default, the value is set to Never.
  3. Click the edit iconEdit iconbeside the value Never.
  4. From the drop down list select the frequency of refreshing the page.
  5. Click Set.

You can also apply various filters to this list and view only a specific group of requests that you would like to view. This filtering helps you focus on just the requests that you wish to look at.

To view the whole list of requests available in the SupportCenter Plus application, click the Request tab in the header pane. This lists all the open requests available in the SupportCenter Plus application. You can set the number of requests that you would like to view in a single page:

  1. Log in to the SupportCenter Plus application using your user name and password.
  2. Click the Requests tab in the header pane.
  3. In the Requests list page, click the drop-down box (shown in the figure below):
  4. From the drop-down list, select the number of records that should be displayed in a single page.

You can use the following filters to view only a specific group of requests:

  1. Unassigned Requests
  2. My Open Requests
  3. My Requests On Hold
  4. My Overdue Requests
  5. My Pending Requests
  6. My Requests Due Today
  7. My Completed Requests
  8. Open Requests
  9. Overdue Requests
  10. Requests Due Today
  11. Pending Requests
  12. Completed Requests
  13. All Requests

In addition to this if you have any requests placed in queues, then you will also have option to filter the requests based on a specific queue alone. You can also perform a column sort of the requests.

 

Unassigned Requests

 

To view the requests that have not been assigned to any support rep

  1. Click the Requests tab in the header pane. This opens the Requests list page.
  2. From the Filter drop-down box, select Unassigned Requests.

These requests will be in bold font.

 

My Open Requests

 

To view the requests assigned to you that are in open status

  1. Click the Requests tab in the header pane. This opens the Requests list page.
  2. From the Filter drop-down box, select My Open Requests.

My Requests On Hold

 

To view the requests assigned to you that are in on hold status

  1. Click the Requests tab in the header pane. This opens the Requests list page.
  2. From the Filter drop-down box, select My Requests On Hold.

My Completed Requests

 

To view the requests assigned to you that are in closed status

  1. Click the Requests tab in the header pane. This opens the Requests list page.
  2. From the Filter drop-down box, select My Completed Requests.

My Overdue Requests

 

When a request assigned to you has not been attended to and closed within the Due By Time that is displayed in the request, they are moved under My Overdue Requests.

 

To view all the overdue requests assigned to you

  1. Click the Requests tab in the header pane. This opens the Requests list page.
  2. From the Filter drop-down box, select My Overdue Requests.

Alternatively,

  1. Log in to SupportCenter Plus application using your user name and password.
  2. In the Home page, in the My Request Summary block of the dashboard, click the Requests Overdue link.

My Pending Requests

 

To view the requests assigned to you that are pending

  1. Click the Requests tab in the header pane. This opens the Requests list page.
  2. From the Filter drop-down box, select My Pending Requests.

Alternatively,

  1. Log in to SupportCenter Plus application using your user name and password.
  2. In the Home page, click the Pending Requests link either within the My Request Summary block in the dashboard.

My Requests Due Today

 

To view the requests that are due for the current day and assigned to you

  1. Log in to SupportCenter Plus application using your user name and password.
  2. In the Home page, click the Requests due today link available inside the My Requests Summary block.

Alternatively,

  1. Click the Requests tab in the header pane. This opens the Requests list page.
  2. From the Filter drop-down box, select My Requests Due Today.

Open Requests

 

When you click the requests tab, this filter is selected by default and lists all the request that are in the open status.

 

Completed Requests

 

To view all the requests that have been attended to and closed

  1. Click the Requests tab in the header pane to open the Requests list page.
  2. From the Filter drop-down box, select Completed Requests.

Overdue Requests

 

When a request has not been attended to and closed within the Due By Time that is displayed in the request, they are moved under Overdue Requests.

 

To view all the overdue requests

  1. Click the Requests tab in the header pane. This opens the Requests list page.
  2. From the Filter drop-down box, select Overdue Requests. All the overdue requests that are yet to be closed will be listed.

Pending Requests

 

To view the requests that are pending

  1. Click the Requests tab in the header pane. This opens the Requests list page.
  2. From the Filter drop-down box, select Pending Requests.

Requests Due Today

 

To view the requests that are due for the current day

  1. Click the Requests tab in the header pane. This opens the Requests list page.
  2. From the Filter drop-down box, select Requests Due Today. This lists all the open requests that are due for the current day.

All Requests

 

To view all the requests irrespective of their status

  1. Click the Requests tab in the header pane. This opens the Requests list page.
  2. From the Filter drop-down box, select All Requests.

Sorting Requests by Column

 

To sort request by column, click the column header. Clicking it once will sort it in ascending order. Clicking twice will sort the column in descending order.



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