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The items that populate the Requests Grid are generated when a User submits a Request to address any number of concerns. The items that appear on the Requests Grid are generated via the CustomerCenter portal, API, or incoming emails. This represents the first stage in the Service Desk process. Whenever a User determines that a new Service is warranted, the User must submit a Service Request in order to initiate the service process.
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Since the items on the Requests Grid are populated externally, Users cannot add or delete items to or from the Grid. Instead, Users can double-click an item on the Grid to open its data entry form, at which point the User can choose to advance the Request to the next stage of the service process.
From the Main > Service Desk > Requests grid, a User is able to view the Assigned Workers, Completed Workers, Assigned Workgroups, and Completed Workgroups related to each item.
Types of Requests
The Requests Grid contains three distinct types of Requests for Service.
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On the Requests Grid, double-click or highlight any existing item and click the
button above the Grid to edit.
After opening an item on the Requests Grid, the User is presented with the item's data entry form where the User can begin to address the Request by adding critical information and building Workflows.
Adding a Service Action
From the Actions tab click the
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button.
The Add New Service Desk Action dialog opens.
Select the Action you need from the dropdown.
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Select the Service Catalog picker.
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Add any other relevant overrides.
Click the
button.
Advancing a Service Request
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For information on recommended practices for Emails, please see: Best Practices for Emails and Inquiries.
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