Request items
Every request has defined items which can be filled in for it. These items are displayed on the General tab in the request detail and also as columns in the requests table.
Items can be edited when editing the request. Request can e edited both in Alvao WebApp and in SD Console using the Edit command; in the console also by double-clicking on request in the table.
What items can be filled in for the request is defined on the service process. What items are required and what are optional is also defined here.
What items are visible for requester and which are displayed for filling in when creating the request via the Service Catalog in WebApp is specified in the service settings.
Request items are already predefined in the system. You can also create Custom items in the ALVAO Admin.
Custom items are edited in the same manner as request system items, they are displayed as columns in the request table and you can set whether they will be visible to requester.
Note: All the system items are displayed on the General tab when creating or editing request in the SD Console. Custom items are displayed on the Other tab by default, but on the service process you can set (individual items) to be displayed also on the General tab.
Basic Request Items
All the request items, or columns representing those items respectively, can be found here.
| Item |
Description |
Optional for requester |
| Name |
Request name. |
Yes |
| Status |
Current request status, e.g. "closed", "postponed" etc. |
Yes |
| Related organizations |
Item represents organization of the customer whom the request is directly related to (for example, in the business cases where the requester is not the customer person). Further description below. |
Selectable |
| Impact |
Impact of (not) resolving the request. Priority is filled in based on impact. |
Selectable |
| Urgency |
Urgency of resolving the request. Priority is filled in based on urgency. |
Selectable |
| Priority |
Request priority for Technical Support Department internal information. Edited automatically based on entered Impact and Urgency, can be reseted manually. |
Selectable |
| Device |
ALVAO Asset device that the request relates to. This item is only active, if the Service Desk is integrated with ALVAO Asset. |
Selectable |
| Device number |
This value can be provided by the requester in the Portal. |
Selectable |
| Category |
Request category for statistical evaluation purposes. You can use Admin to define a code list of categories which will be used for all Service Desk services. |
Selectable |
| Area |
Another item for statistical evaluation purposes. Unlike the Category, each service has its own code list of areas. This code list has a tree (hierarchic) structure. |
Selectable |
| Group |
You can use this item to group requests by assigning one and the same group to multiple requests. You can then sort the Request List by the Group column to display all requests in the same group next to each other. |
No |
| Requester |
The person who has logged the request. This item can not be changed during edits on the General tab; it has individual Requester tab where you can change also other information about the request requester loaded from information in the ALVAO Admin. |
Yes |
| Notes |
Technical Support Department internal notes. |
No |
| Solve order |
Order which the request will be solved in. Order of request solving is defined separately for every solver. |
No |
| Internal target |
Name, date, and time of the next internal target within request solution. Internal target is counted into Next action of the request. |
No |
Related OrganizationsThis field is always available in the request tables in Service Desk Console. You can edit this field only in the case it is a part of a service process, which applies to other optional items too.Displayed Organization
| Part of Service Process |
Registered Requester |
Organization |
| Yes |
Not taken into account |
The set organization is displayed |
| No |
No |
The requester's organization is displayed that was specified during the request creation process. |
| No |
Yes |
Requester's organization is displayed. |
Note: Requests from shared accounts and guest accounts are handled as requests from non-registered users.
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