View Requests

In order to open an request, one should click on it in the list.

The window of request viewing can be divided into several parts:

Upper Toolbar

The upper part contains several buttons:

• To list — return to the viewing of the list of requests.
• New request — start creating a new incident.
• — open the list of users/groups to assign the request to.
• — pressing on this button opens the list of organizations added to the corresponding module of the system. Binding of a request enables you to view it on the corresponding tab of the organization. Statistics on organizations that submit their requests are shown in reports.

When the assigned users or binding to organization are changed, the corresponding comment about the changes will be automatically added to the request.

Request Title

The request title contains its title, category and product, to which the request belongs, as well as its current status. If the title of the request is red colored, it means that it is of higher priority. Below there is information about the user, who has created the request, and the date of its creation/modification. Using the Close button one can close. If you are the request author or have permissions for full viewing of the service group, then a click on the button will open the list of extra commands - "Print", "Edit", "Delete", "Suspend" and "Reject".

ID

The number specified after the # symbol is the request identifier that is also a permanent link to it. You can copy the link using the corresponding command of the context menu and then insert it to other messages. Also you can search requests by these identifiers. To do it, type the identifier with the "#" symbols before it in the search line. Search by identifiers can be performed only within the "Service Desk" module.

Request Body

Under the request title, you can find the body of the request where its description is given. If you are the author of the request or have permissions for administration and full viewing of the group, you can change its text using the "Edit" button that appears when pointing the mouse cursor over the request body.

Comments

All operations with requests are performed via comments that can be added in the lower part of the window.