Request

A Request is a formal request raised by a user for information, support, access to IT, or something new to be provided. The module that handles the Requests in Infraon is called Request Management. Request Management aims to support the agreed quality of service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

How does it work?

Requests can be created by end-users/requesters through the web portal, mobile app, email, by a technician on call, WhatsApp, or chatbot. When requests are created from email, the message's subject line becomes the service request summary, the message body becomes the description, and the request source is set to "email."

When requests are created from email, the message's subject line becomes the request summary, the message body becomes the description, and the source field is set to email.

What do you see on the screen?

The "Request" page lists all requests in two views: Panel View and Grid View. It lists details like summary card, request, status, subject, team, requester name, and actions sorted by time.

Working on a Request

The service desk is the core of Request Management. Though there are multiple ways to record a request, Technicians resolve it.

Before working on the Request, it is necessary to understand the life cycle of Requests and the key components within Infraon's Request module.

Request Views

There are two ways to view request details in the right panel. They are:

Panel View - In the Panel view, you see request details as a Request Summary Card. The request summary card gives a brief summary of the request. This summary contains all the important information needed to work on the request. Details include:

• Request ID: Auto-generated when a request is created.

• Requester: Name of the requester

• Team: The team assigned to work on the request

• Status: Displays the current status of the request. Technicians can change the status from here too.

• Priority: Displays the priority of the request. Technicians can change the priority of the request.

• Service: The area in which service is requested

• Resolve: The technicians can resolve the request from this panel.

• Actions: Quick action icons to work on the request

The revamp of the panel view for tickets. The improved interface offers enhanced data visibility, with aging metrics conveniently displayed. This helps in faster navigation and reduced system load for a seamless user experience.

Grid View - In Grid View, you see request details in tabular form. Clicking on the Request ID shows the details of the request.

• Request ID: Auto-generated when a request is created. Click on the request ID to view the communication history, reply to and forward emails, add notes, analyze, view, and add work logs. You can resolve a request from this screen too.

• Request Source: This shows how the request was submitted.

• Priority: The priority of the request

• Analyze: Used to view details of the request

• Requester: Displays the name of the requester (initial)

• Subject: Subject of the request (derived from the request subject line)

• Team: The team to which the request is assigned

• Assignee: The person to whom the request is assigned

• Actions: Quick action icons to work on the request

Note:

• The quick action bar appears as a floater on each request line and is common in both Panel and Grid views. The quick-action floater aims to cut the resolution time by 80%.

• The summary card details can be configured to suit requirements. Click on the "Configure" icon to customize the details you want to see on the screen.

• The Configure icon is available only in Grid View.

Additional Icons

Name	Description
Comment	A user/technician can see the comments on the request and also can add new comments.
History	Shows the history of the current request from the time it was created.
Interaction	Shows the history of the requests created by the requester.
Attachment	Shows all the attachments of the current request.
Request Source	Shows the source of the request, like email, web, etc.
Convert Request to Ticket	Option to convert the request into a ticket. This action is possible only if the status of the request is "Open" or "In Progress".
Convert Request to KB	Option to convert the request into a Knowledge Base (KB). This action is possible only if the status of the request is "Resolved" or "Closed".
Add Change	A request resolution may be implemented through a change. A Change Request can be added to this Request. This action is possible only if the status of the ticket is 'Open', 'In Progress', or 'On Hold'.
View Change	If a change request has been created for a Request, then this option is visible. This can be clicked to view the related change request.

Quick Actions

Name	Description
Quick Edit	To perform quick edit actions like status, priority, urgency, severity, impact service, and the Request assignee. Use the "Detailed Edit" button to edit the Request details.
Edit	To edit the Request in detail.
Delete	To delete the Request. This action is irreversible.
Copy	To copy the details of a request and create a new request.
Request aging for helpdesk/ITSM close and resolve conditions	Grid view includes aging metric. Track Request resolution time accurately. Click 'Resolve' or 'Close' to stop the aging clock. Get detailed aging reports based on resolved status.

Page Actions

The Request page also has the following actions.

Label/ Icon	Description
Expand Icon	To View the Request filters
Search Bar	To help search for a specific Request using the Request number, assignee, etc.
Calendar	To filter the Requests by a specific day, date, or date range
Tag*	Select a request to view the tag option. Tagging is a way to group requests
Merge*	Select more than two requests to view the merge option.
Pause	To pause the auto-reload
Configure	To configure the summary card and column selection

*Select at least one request to enable these options.

To understand the difference between these four types of requests, refer to the table below.

Type of Request	Definition	Example
Service Request	A Service Request is a formal request from a user for information, access to IT, or something new to be provided.	A user needs a new laptop
Tickets	A ticket can be defined as an unplanned interruption to an IT service, reduction in the quality of an IT service, or failure of an asset/Item that has not yet impacted service.	User unable to connect to Outlook
Problem	A problem is an underlying root cause of one or more tickets. Recurring incidents with common issues lead to a problem.	Multiple users unable to connect to Outlook
Change	A change is "the addition, modification, or removal of any authorized, planned, or supported service or service component that could affect IT services.	Release an OS patch to fix the problem of Outlook Connectivity