Service Desk Tabs

The Service Desk Tabs include Waiting for My Approval, Approval History, My Requests, and All Requests.

Waiting for My Approval

The Service Desk's "Waiting for My Approval" page displays all service requests linked to a user (Approver).

The page includes various columns:

Field	Description
Request Id	The system generates a unique reference number to track and differentiate each ticket.
Summary	Shows the summary provided during request creation.
Request Type	Indicates the specific type of service requested, like Object Access or Term Creation.
Object Type	Refers to the group or category of the object for which the request is made.
Object Name	Displays the selected object's name when the ticket was created.
Status	Shows the ticket's current status, such as open, in progress, or resolved.
Requested By	Shows the name of the user who initiated the service request.
Delegated Request	Displays the requester's name, handling all requests in the absence of the current approver.
Age	Indicates the time since the ticket was created.
Next Action	Provide information on the next action required for the ticket.
Next Approver	Identifies the next person responsible for approving the ticket in cases where multiple approvals are needed.
SLA Status	Displays "Exceeded" if the SLA (Service Level Agreement) is exceeded.
Pending Time	It indicates the time the ticket has been awaiting approval from the current approver.
Consolidated SLA	This column displays the consolidated SLA time for the whole request. It adds all the SLA time of approvers and provides the overall remaining time for the request
Previous Approver	Displays the previous approver's information.
Created On	Displays the ticket created date and time.
Cloned From	Displays the original ticket ID from which the current ticket was cloned.

Approve/Reject Requests

• Approvers can select requests for action to approve or reject tickets individually or in bulk from the 9-dots button.

• To review a pending request for approval, click on the Request ID or the Summary link. This will take you to the approval stage, where you can approve or reject the request.

Approval History

All requests approved/rejected by the logged-in user are visible under My Approval History. The columns on the My Approval History page include Request ID, Summary, Request Type, Object Type, Object Name, Status, Requested By, Age, Next Action, Next Approver, SLA Status, Pending Time, Consolidated SLA, Previous Approver, Created On, My Approval Status, Approved Date, Rejected Date, and Cloned From.

Team Approval History

Team Approval History provides greater visibility and accountability for team-based service request approvals. When the Service Request Approver is designated as a team, the Action by Team column shows which specific team member approved the request.

1. My Approval Status: Displays the approval status as one of the following:

   • Approved

   • Rejected

   • Action by Team/Rule/Delegation (if the service request was approved by a team, rule, or delegation).

2. My Approval Action Done By: Displays the email ID of the specific team member who approved the service request.

   

My Requests

In the My Requests module, all individual requests are visible. The columns on the My Requests page include Ticket ID, Request Type, Object Type, Status, and Cloned From.

Tickets in Draft state can be discarded or submitted from this page.

Grouped View and Detailed View

Grouped View

The Grouped View is designed to organize and display service desk requests based on common attributes such as Group ID, Summary, Object name, Status Name, Created by, and Created on. Instead of viewing individual tickets in a flat list, users can see them grouped logically, which enhances clarity and simplifies tracking and management. In the grouped view, users cannot view details related to approvers, as they are only available for approval/child tickets.

Detailed View

The Detailed View offers a comprehensive view, displaying all columns. It displays all essential information related to Service Desk fields, including Request ID, Summary, Request Type, Object Name, and more.

All Requests

The All Requests page displays all requests made within the tool. Users with an author license can view all requests. The columns on the All Requests page are (Request ID, Summary, Request Type, Object Type, Object Name, Status, Requested By, Age, Next Action, Next Approver, SLA Status, Pending Time, Consolidate SLA, Previous Approver, Created On, and Clone From).

Multiple pending approval tickets can be selected for bulk approval or rejection. Moreover, draft requests can be submitted for processing or discarded if they are no longer needed.

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