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Request List

The request list is displayed in the Service Desk Console application main grid.
Requests search results (e.g. Search results or Specific person requests) are displayed in the separate window which is full-fledged Console window, so it has the properties listed below.

Tip:
Own grid settings are saved for different windows.
Views saved for request search results will be used in the next search and their setting is not affected by views settings in the specific person requests search.

Window Options

The top part of the window displays the Request List. If you select one specific request in the list, the request details are displayed in the lower left part of the window and the Request log is displayed in the right part.

The users can customize the requests list grid: set filters, create views and customize the grid further for better orientation in the requests.

Tip:
You can customize the size of individual components (even hide by minimization).
Note:

Request log is a list of received or sent messages and other events related to the request. The blue background highlights requester's message headings, gray background with green text stands for auto-replies of the system, and black text represents all other items.

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 24 hours are remaining until the due dateLess than 24 hours are remaining until the next action due date.
The due date has expiredThe next action due date has expired.
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. next action 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 next action due date expired/by the amount of time until the next action due date.
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.

 

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