How to manage help desk tickets in a request list view

Technicians can now opt to view requests in List View, Classic View, or Combined View.

Request List View

You can customize the list view by configuring Records per page, Refresh Frequency, Display density, Column resizing, and Personalization under List Settings.

The request list view contains several filters. You can view archived and trashed requests using their respective filters. You can also:

Task List View displays all the help desk tasks. Tasks can be created, edited, or deleted from this page.

Request Classic View

Classic View presents the request data in a linear manner. To display requests in Classic View, click the

icon in the header.

You can sort requests by different fields such as subject, technician, and more by using the Sort By button in the header.

The Filter menu and Task List View sidebar in Classic View are similar to List view. For more details, head here .

Request Combined View

Combined View enables you to track requests and tasks on the same page. It appears similar to the classic view but with limited filters and sorting options.

To switch the request list to the Combined View, click Combined View in the header.

Request View Elements

: Indicates that the requester has replied, but yet to get the technician's response.

: Indicates the number of responses made by the requester with respect to the last response made by the technician.

: Yellow flag pops up when the request SLA is 70% complete; on hover over it provides the Due in time without considering the non-business hours.

: Red flag pops up when the request SLA is breached; on hover over it provides the Delay by time.

Enabling the SLA column will display the request Due in time as well the request Delay by time without considering the non-business hours.

Conditions for default request filters

The following section lists the conditions for default filter names.

Note :

Status is pending - status configured to the request type is "in_progress"
Status is completed - status configured to the request type is "completed"
status is open - status name(internal name) is open
Status is closed - status name(internal name) is closed
Status is onhold - status name (internal name)is on hold

Technician Login

In addition to conditions configured, the technician scope-based criteria will be appended dynamically.

Filter name	Conditions
Open requests	The status is open
My open or un assigned	(Technician is a logged-in technician and the status is open) OR (No technician is assigned and the status is pending)
Unassigned Request	No technician is assigned and the status is pending.
My open request	The technician is a logged-in technician and the status is open
My requests On hold	The technician is a logged-in technician and the status is on hold
My overdue requests	The technician is a logged-in technician and the status is pending and is_overdue flag is true
My pending requests	The technician is a logged-in technician and the status is pending
My pending requests or tasks	(Technician is a logged-in technician and the status is pending) OR (logged in technician has pending tasks in any of the request)
My requests due today	The technician is a logged-in technician, Status is pending, status timer is not stopped and the due date is today based on logged-in tech personalized time
My Completed request	The technician is a logged-in technician and Status is completed
Request pending my approval	Status is pending and Approver configured to the request is logged in tech and approval is pending
All my requests	The technician is a logged-in tech
Requests on hold	The status of a request is onhold
Overdue requests	The overdue flag in the request is true and the status is pending
Requests Due Today	Status is pending and status timer is not stopped and due date is today on logged in personalized time
Request pending approval	Status is pending and approval is pending
Pending request	The status is pending
Completed Request	The status is completed
My group OLA overdue requests	Status is pending The technician is associated with OLA configured group, current_ola _violated flag is true, and the created time is greater than ola timer in globalconfig
OLA overdue request	Status is pending i. status stop timer is false, ola violated,and Created time is greater than ola timer in globalconfig
Request OLA due today	Status is pending OLA due by time is today based on logged-in tech personalized time
Request waiting for my update	The editor configured in the request is logged-in tech but still, the request is not updated
Request updated by me	The editor configured in the request is logged-in tech and they have updated the request
All request	All requests in technician scope
Pending request shared with me	Request shared with logged-in tech and status is pending
Requests shared with me	Request shared with logged-in tech
Missed Chat Request	Request created for the missed chat requests
Closed Chat Request	Request created after closing a chat

Requester login - Common for all roles

Awaiting Approval	The requester is the logged-in requester and status is pending and approval is pending
waiting for my update	The editor configured in the request is logged-in requester but still, the request is not updated
Updated by me	The editor configured in the request is logged-in requester and they have updated the request
Pending request shared with me	The request is shared with the logged-in requester and status is pending
Requests shared with me	The request is shared with the logged-in requester
Missed Chat request	The requester or OBO is the logged-in requester request created for the missed chat requests
Closed chat request	The requester or OBO is the logged-in requester request created after closing chat requests

Requester login - Based on role configured

Roles
Requesters can view:

Only their requests
Their department requests
Their site requests

1. Only their requests

My Open request	The requester or OBO is the logged-in requester And status is open
Mypending request	The requester or OBO is the logged-in requester And status is pending
My request On Hold	The requester or OBO is the logged-in requester And status is onhold
My Overdue request	The requester or OBO is the logged-in requester the status is pending and is_overdue flag is true
My completed request	The requester or OBO is the logged-in requester And status is completed
My closed request	The requester or OBO is the logged-in requester And status is closed
All request	The requester or OBO is the logged-in requester

2. Their department requests

Department Open request	The logged-in requester is associated with the request's department And status is open
Department pending request	The logged-in requester is associated with the request's department And status is pending
Department request On Hold	The logged-in requester is associated with the request's department And status is onhold
Department Overdue request	The logged-in requester is associated with the request's department and is_overdue flag is true
Department completed request	The logged-in requester is associated with the request's department And status is completed
Department closed request	The logged-in requester is associated with the request's department And status is closed
Department request	The logged-in requester is associated with the request's department

3. Their site requests

Site Open request	The logged-in requester is associated with the request's site And status is open
Site pending request	The logged-in requester is associated with the request's site And status is pending
Site request On Hold	The logged-in requester is associated with the request's site And status is onhold
Site Overdue request	The logged-in requester is associated with the request's site and is_overdue flag is true
Site completed request	The logged-in requester is associated with the request's site And status is completed
Site closed request	The logged-in requester is associated with the request's site And status is closed
All Site request	The logged-in requester is associated with the request's site