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Requests Table

The request table is displayed in the ServiceDesk Console application main window.

The individual requests are in the table rows, the request items are in the table columns.
The users can customize the requests list table: set filters, create views and customize the table further for better orientation in the requests.
You can find all the columns which can be displayed in the table by the user below.

Note:

Closed requests are automatically moved to archive after 6 months after closing. By default the archived requests are not displayed in the request lists. You can view them using the button in the bottom right corner of the table or using the command from the Table – View Archive context menu. If the closed request is reopened, it is automatically moved from archive to the active requests list.

Explanation of icons in the Requests List

The request has not been assigned to any solverThe request has not been assigned to any solver.
The request has been assigned to a solverThe request has been assigned to a solver.
The request has been resolvedThe request has been resolved.
The request has been closedThe request has been closed.
No resolution due date has been set for the requestNo resolution due date set for the request.
Less than 8 hours are remaining until the due dateLess than 8 hours of the service operating hours are remaining until the current target due date.
The due date has expiredThe current target due date has expired.
The request has the SLA paused.The request has the SLA paused.
The request has been assigned for approvalThe request has been assigned for approval.

Order by Icons in the Requests List

The order by icons is the following:
  1. current target due date has expired
  2. the request does not have a due date for resolution and does not have a solver
  3. the request has a due date for resolution and does not have a solver
  4. the request does not have a due date for resolution and has a solver
  5. the request has a due date for resolution and has a solver
  6. the request is solved
  7. the request is closed
In case of the same order they are ordered secondary by the amount of time for which the current target due date expired/by the amount of time until the current target due date.

All columns in the requests table

The requests can be viewed in the requests table: the request in one row and the individual items displayed in columns. You can set which columns will be displayed in the table.
If the user is the requester only, he/she can view the requests table only in the WebApp. He/she has only some of the columns in the table settings (see the third column in the table below).

Warning:
If the user can run the ServiceDesk Console (i.e. he/she is a solver team member for any service) and views the requests table in it, he/she has all the columns available (even if he/she is only a requester on the service, requests of which he/she views).
Notes:
Custom items can be viewed only by the users who are members of the solver team. These columns are not available for requesters.
Note:
Columns in the requests table can not be made available to requester in any way.
Not even the displaying of the items to the requester in the request creation form (ALVAO Admin – Services – Edit service – Service Catalog tab – Display optional items item) has any effect to what columns in the table will be available to the requester.
Column name Description Available to the requester in the WebApp
Current target The target which is to be achieved: First response, request resolution, or internal target name. The current target and its due date is set automatically based on the selected SLA after first reaction and resolution. No
Current target (due date) Response, resolution, or internal target due date. I.e. the due date for the target listed in the Current target column. No
Current target (remaining) Time until the current target due date expiration. The data are calculated in operating hours nd may be accompanied by the icon.
Less than 8 hours are remaining until the due date.Less than 8 hours are remaining until the current target due date.
The due date has expiredThe current target due date has expired.
The request has the SLA paused.The request has the SLA paused.
 No
Time traveled (hours) Sum of all the "Time traveled" items reported in the request. No
Waiting for e-mail An e-mail to the recipient of the last e-mail from whose reply we are waiting for. No
Waiting for requester (hours) If the waiting for requester is enabled – i.e. currently it is not possible to continue with solution without the requester response – the field contains the number of hours spent waiting. The field is blank if the waiting for requester is disabled. No
Waited for requester (hours) Total waiting for requester time in hours for the given request (including the currently running time). No
Request number Unique request number assigned when creating the request. Yes
Device number Device number is unique number assigned to the device when created in the Asset Management. If you are using the Service Desk in combination with the Asset Management, the request can contain the device number which the request relates to. No
Reader Displays "Yes" if the user logged on the service is only a reader, not the solver team member. No
Time open (hours) Total time for which the request was (or has been) open, i.e. from logging the request by the requester until the request is resolved. If the request was re-opened, the value in this column also includes the time for which the request was temporarily resolved. No
Time open without waiting for requester (hours) Total number of hours for which the request was (or has been) open, i.e. from logging the request by the requester until the request is resolved WITHOUT the time spent waiting for requester (the time for which we can not continue with the solution). No
Impact System item – impact of (not) resolving the request. No
Icons The icons illustrating some information about the request solution process. Their meaning can be found here. Yes
Internal target The internal targetname in the request solution set by the solver team member. No
Internal target (due date) The internal target due date. No
To be resolved If the user is the request solver or operator on service and the request has no solver, the "1" ("Yes") value is stated here. Yes
Category System item – Request category for statistical evaluation purposes. No
For approval If the request is within approving and the logged user is one of the approvers, the "1" ("Yes") value is stated here. Yes
Comments and notes Requester feedback – additional comments and notes for the request solution. No
The due date for reopening a request by the requester is by (date) Time until which the requester can reopen the request if he/she won't be satisfied with its solution. The due date for reopening is counted from the request resolution and it can be set in ALVAO Admin – Service settings – Extended tab. No
Urgency System item – urgency of resolving the request. No
Request name Current name of the given request. Yes
Highest Service The root service parent to the service in which the requests is created. The root services are displayed on the Service Catalog homepage. Yes
Area It displays the selected area. No
Expertise Requester feedback – solver team expertise evaluation. No
Receiving Notifications Displays Yes, if the logged user receives notifications on the request activity. No
Deleted Deletion date for deleted requests.
To view the deleted requests in the Display menu enable the Deleted items option.		 No
Organization Organization related to the request (can be the requesters organization or manually set one). Yes
Number of open child requests Number of child requests not closed (resolved respectively) yet. The specific requests can be found on the link tab of the given request. For more details see the Links between requests. Yes
Number of child requests Number of child requests of the given request. More in the item above. Yes
Number of links Number of requests having any link recorded for the given request. Yes
Request Description The request description stated in the request creating report. Yes
Solve order The order to be used to solve individual requests; the Solve order is maintained for each solver separately, the value for currently logged user is displayed. No
Last activity (date) Date and time of the last record (activity) in the request log. No
Notes Request notes. Yes
Work (hours) Sum of all the work reported on the request solution. No
Priority Request solution priority. Yes
Process Of the process set on the service in which the request is being solved. Yes
Professionalism Requester feedback – request solution professionality evaluation. No
Read No is displayed if the request contains an event not read yet by the logged user in the Event log tab. Yes
Received If the request has been created from an e-mail sent to the service inbox, the date when the request has been received by the system is displayed. No
Resolution speed Requester feedback – resolution speed satisfaction. No
Solver Current request solver. Yes
Solver (e-mail) Request solver e-mail. Yes
Solver (office) Request solver office Yes
Solver (cellular) Request solver mobile phone number. Yes
Solver (department) Request solver department Yes
Solver (work phone) Request solver work phone. Yes
Group The item allowing to sort the requests further into groups, it allows easier filtering and statistical evaluation of requests. No
SLA Provided service level agreement according to which the given request is being solved. No
Service Service the request is currently being solved within. Yes
Related organizations see the Related organizations sub-chapter above. Yes
Status Request solution status. Status queue is defined on the service process. Yes
Due date Due date set for request resolution. Yes
Closed Date for request closing. Yes
Resolved Date for request resolution. Yes
Created Date of the request creation (i.e. registering the request in the system). Yes
Distance (km) Sum of all the kilometers traveled within solving the request. No
Device If you are using the Service Desk in combination with the Asset Management, the request can contain the specific device which the request relates to. Yes
Device (kind) The device kind will be filled in based on the Device entered from the Asset Management. Yes
Device (location) The device location will be filled in based on the Device entered from the Asset Management. Yes
Requester The request requester1. Yes
Requester (e-mail 2) Second e-mail of the request requester1. Yes
Requester (e-mail) E-mail of the request requester1. Yes
Requester (position) Position of the request requester1. Yes
Requester (other contact) Eventual other contact of the request requester1. Yes
Requester (office) The request requester1 office identification. Yes
Requester (cellular) Cellular number of the request requester1. Yes
Requester (department) Department where the request requester1 works. Yes
Requester (organization) The request requester1 organization. Yes
Requester (work phone 2) The request requester1 second work phone. Yes
Requester (work phone) The request requester1 work phone. Yes
Note:
The data about the request requester are loaded from the database in the moment when the request is created. You can change these data when editing the request.
However, the data are not updated automatically: i.e. they doesn't change if you change the person-requester data in the ALVAO Admin or in the ServiceDesk Console people management.

 

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