General tab

On the General tab, you can view or edit the following properties of the Service Request in the following fields and sections:

  • Summary - displays a name of the Service Request.

  • Categorization section - displays the type, category of the Service Request, the project that covers this Service Request, and the medium used to communicate the issue this Service Request describes.

  • Requester Information section - shows the Person who requested the Service Request and his organization. Clicking the caption of the filled out Organization or Requester fields opens the selected person or organization record correspondingly in a separate window.

  • Assignment section - displays the assigned technician and/or group. Clicking the caption of the filled out Assignee Group or Assignee fields opens the selected person or group record correspondingly in a separate window.

  • Prioritization sub-tab - includes the following fields:

      • Service - shows the Service which is being provided when you submit this Service Request. The list of possible choices includes only the Services created for Service Requests. When the field is filled out, clicking its caption opens the selected Service in a separate window.

      • Urgency - displays the chosen urgency level that describes how quickly the issue should be resolved. The list of values is defined by your Alloy Navigator administrator.

      • Impact - displays the chosen impact level that describes how critical the issue is. The list of values is defined by your Alloy Navigator administrator.

      • Priority - indicates the order in which this issue must be resolved. Typically, this field is filled out automatically based on the selected Service, Urgency, and Impact. For details, see Calculating ticket's priority, response date, and due date.

      • Response Date - displays the date and time when the response is due. Typically, this field is filled out automatically based on the Service Request's Service, Priority, and Submit Date. For details, see Calculating ticket's priority, response date, and due date.

      • Actual Response Date - indicates the actual response date specified by the assigned technician.

      • Due Date - displays the date and time when the Service Request is due to be completed. Typically, this field is filled out automatically based on the Service, Priority, and Submit Date of the Service Request. For details, see Calculating ticket's priority, response date, and due date.

  • Performance sub-tab - includes the following fields:

    • Submit Date - by default, displays the date when the request record was created, can be edited.

    • Scheduled Start Date - typically, displays the start date specified by the assigned technician.

    • Start Date - typically, this field is filled out automatically based on the business logic constraints.

    • Scheduled End Date - typically, displays the completed date specified by the assigned technician.

    • Completed Date - typically, this field is filled out automatically based on the business logic constraints.

    • Time Spent - shows the sum of Time Spent values in all the Service Request's activities.

    • Cumulative Time Spent - shows the sum of the Time Spent field values in this Service Request and all its subordinate Work Orders (if any).

    • Closure Code - if the Service Request is closed, displays the code that can be chosen when closing the Service Request. The list of possible codes is defined by your Alloy Navigator administrator. Typically, those codes are used for reporting purposes.

  • Feedback sub-tab - includes the following fields:

    • Rating Enabled - enables the requester to participate in a customer satisfaction survey, i.e. specifies whether the requester has the ability to rate his/her satisfaction with the received support. For details, see Enabling customer satisfaction survey for Service Requests.

    • Rating - displays the star rating specified by the requester.

    • Comment - displays the optional comment specified by the requester when rating the Service Request.

  • Untitled section - includes the following fields:

    • Related CI - displays the related Configuration Item (CI)Closed (Computer, Configuration, Contract, Document, Hardware, Location, Network, Organization, Person, Service, Software License, Tracked Software, or Group) . When the related CI is selected, clicking the field label opens the details of the CI record in a separate window.

    • Service Catalog Item - displays the Service Catalog Item underlying the Service Request. Clicking the field label opens the underlying Service Catalog Item window.

  • Description section - shows the HTML text description (for details, see Using the HTML editor) of the Service Request.

This tab may also display various user-defined fields in an additional section if your Alloy Navigator administrator has configured them accordingly. The default name of this section is "Custom Data", although your Alloy Navigator administrator may have renamed this section.

NOTE: User-defined fields can appear also on the Custom Data tab (this is the default name of the tab; it can be renamed by your Alloy Navigator administrator).