Request List
The request list is displayed in the Service Desk Console in the main grid. For more information about the SD Console window options please refer here.
The ALVAO WebApp displays the list of requests after clicking on the Requests link in the main menu.
The requests are displayed in the grid which can be customized (both in SD Console and WebApp).
List of Columns
The solver team members can display all columns with information about requests. Only some columns (according to the table below) are available for the users who are just requesters.
Columns in the view can be edited using the arrow (available next to each displayed column) and the Settings command.
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: Displaying the items in the request detail (on the General tab) to the user does not affect which columns will be available to the user in the grid. Columns in the grid can not be made available to requester in any way.
| Column name |
Available to requester |
| Time traveled (hours) |
No |
| Waiting for email |
No |
| Waiting for requester (hours) |
No |
| Waited for requester (hours) |
No |
| Request number |
Yes |
| Device number |
No |
| Reader |
No |
| Next action |
No |
| Next action (due date) |
No |
| Time open (hours) |
No |
| Time open without waiting for requester (hours) |
No |
| Impact |
No |
| Icons |
Yes |
| To be resolved |
Yes |
| Category |
No |
| For approval |
Yes |
| Comments and notes |
No |
| The due date for reopening a request by the requester is by (date) |
No |
| Urgency |
No |
| Request name |
Yes |
| Highest Service |
Yes |
| Area |
No |
| Expertise |
No |
| Receive information |
No |
| Deleted |
No |
| Organization |
Yes |
| Number of open child requests |
Yes |
| Number of child requests |
Yes |
| Number of links |
Yes |
| Request Description |
Yes |
| Solve order |
No |
| Last activity (date) |
No |
| Notes |
Yes |
| Requested due date |
No |
| Work (hours) |
No |
| Priority |
Yes |
| Process |
Yes |
| Professionalism |
No |
| Received |
No |
| Resolution speed |
No |
| Solver |
Yes |
| Solver (e-mail) |
Yes |
| Solver (office) |
Yes |
| Solver (cellular) |
Yes |
| Solver (department) |
Yes |
| Solver (work phone) |
Yes |
| Group |
No |
| SLA |
No |
| Service |
Yes |
| Related organizations |
Yes |
| Status |
Yes |
| Due date |
Yes |
| Closed |
Yes |
| Resolved |
Yes |
| Created |
Yes |
| Distance (km) |
No |
| Device |
Yes |
| Device (kind) |
Yes |
| Device (location) |
Yes |
| Requester |
Yes |
| Requester (e-mail 2) |
Yes |
| Requester (e-mail) |
Yes |
| Requester (position) |
Yes |
| Requester (other contact) |
Yes |
| Requester (office) |
Yes |
| Requester (cellular) |
Yes |
| Requester (department) |
Yes |
| Requester (organization) |
Yes |
| Requester (work phone 2) |
Yes |
| Requester (work phone) |
Yes |
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