ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Viewing a Request
To view a request available in the ServiceDesk Plus Request module,
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
1. Click the Requests tab in the header pane. The next page lists all the requests available in
the ServiceDesk Plus application in the Open status. The term 'All Requests' denotes the
Incident Requests and the Service Requests. The Unassigned and assigned requests that
have not yet been viewed by the corresponding technician even once is in bold text, while the
viewed requests is in regular font.
2. Click on the Title of the request that you want to view. This opens the View Request page.
By default the page displays Request, Resolution, and History tabs.
Note
Request Tab
1. The Conversations and Discussion Notes block are displayed when the same are
added to the request.
2. When the request is submitted for approval, the Approvals tab appears along with the
Request, Resolution and History tabs. The Approval Status is shown on the top right
corner of the page below the Status and Priority. To know more refer Submit For Approval.
3. Similarly, the Tasks tab appears when some tasks are added to the request.
4. In addition, you can also associate Problems and Changes to the incident requests. Refer
Associating Problems to Incident and Associating Changes to Incidents to know more.
In the request tab, the data is grouped in a logical manner. By default this page displays Subject of
the request and Description of the request, Request Details, Requester Details and Time Elapsed
blocks. The Request ID is displayed on the top left corner of the page below the tabs. The Status and
priority of the request is displayed on the top right corner of the page.
Viewing Request Details
The Request Details block displays the Status, Group, Category, Sub Category, Item, Workstation,
Created Date, Created By, Technician, Priority, Mode, Level and Due Date of the request. You have
inline edit option to edit all the request details under this block. To edit the details click the link
available for each of the request details against each field. Say for ex. If you wish to change the
technician Jennifer Doe to John Abraham for Request ID 14 then click the name of the technician and
select the technician name from the list.
Viewing Requester Details
In the Requester Details block, the details of the requester such as the Requester Name, Contact
Number, Department, Email Address & Mobile Number of the requester are displayed. You have
inline edit option to edit all the requester details under this block. To edit the details click the link
available for each of the requester details against each field.
Viewing Conversations
Next is the Conversations block, which displays the mail transactions / threads that have been
exchanged between the technician and the requester, related to the request.
Click the View Requester Conversations link to view the history of all the conversations.
Conversations are listed in the ascending order of the time. The conversation block is visible only if
there have been any mail transactions between the requester and the technician.
Note: If any mail transactions/ threads has an attachment, then the same can be viewed
under View Requester Conversation block. To know more refer Request Conversation.
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