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
- Log in to the SupportCenter Plus application using your user
name and password.
- 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.
- Click the edit icon
beside the value Never.
- From the drop down list select the frequency of refreshing
the page.
- 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:
- Log in to the SupportCenter Plus application using your user
name and password.
- Click the Requests tab in the header pane.
- In the Requests
list page, click the drop-down box (shown in the figure below):
- 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:
- Unassigned Requests
- My Open Requests
- My Requests On Hold
- My Overdue Requests
- My Pending Requests
- My Requests Due Today
- My Completed Requests
- Open Requests
- Overdue Requests
- Requests Due Today
- Pending Requests
- Completed Requests
- 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
- Click the Requests tab in the header pane. This opens
the Requests list page.
- 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
- Click the Requests tab in the header pane. This opens
the Requests list page.
- 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
- Click the Requests tab in the header pane. This opens
the Requests list page.
- 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
- Click the Requests tab in the header pane. This opens
the Requests list page.
- 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
- Click the Requests tab in the header pane. This opens
the Requests list page.
- From the Filter drop-down box, select My Overdue
Requests.
Alternatively,
- Log in to SupportCenter Plus application using your user
name and password.
- 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
- Click the Requests tab in the header pane. This opens
the Requests list page.
- From the Filter drop-down box, select My Pending
Requests.
Alternatively,
- Log in to SupportCenter Plus application using your user
name and password.
- 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
- Log in to SupportCenter Plus application using your user
name and password.
- In the Home page, click the Requests due today
link available inside the My Requests Summary block.
Alternatively,
- Click the Requests tab in the header pane. This opens
the Requests list page.
- 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
- Click the Requests tab in the header pane to open
the Requests list page.
- 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
- Click the Requests tab in the header pane. This opens
the Requests list page.
- 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
- Click the Requests tab in the header pane. This opens
the Requests list page.
- From the Filter drop-down box, select Pending
Requests.
Requests Due Today
To view the requests that are due for the current day
- Click the Requests tab in the header pane. This opens
the Requests list page.
- 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
- Click the Requests tab in the header pane. This opens
the Requests list page.
- 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.
SupportCenterPlus - Help Desk and Asset Management Software
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