Click on a service request record link in the data table to open the detail page for the record. The detail page displays the service request banner at the top of the page. The banner contains information about the request, such as whom the request is assigned to, and the request priority and severity levels. If your administrator enables the service level agreements feature, the banner also displays the service level agreement metrics, which vary based on the stage of the service request. For example, if the first response has not been sent for a service request, the banner displays the date and time when the first response must be sent, and if the first response has been sent, it displays the date and time when it was sent.

The detail page has the following tabs:

Detail tab

Displays the basic properties of the service request, including the date when the service request was created and the service request's description. You can also view the resolution comments after an issue is closed and notes for the service request.

Contacts tab

You can add contacts to a service request so you can track who should receive updates concerning the service request by clicking the Add button   and selecting the required contact. It also displays any contacts associated with the service request.

Activities tab

You can add activities to a service request by clicking the Add button  , selecting an activity, and providing the required information. You can filter activities or use the search field to find an activity.

Audit trail tab

Gorilla 5 CRM keeps a history of actions that users have performed on records in the system. When you complete an action, such as viewing or modifying a service request record, the action is logged in the record's audit trail . Users with the appropriate privileges can view the history and details of these actions in a record's Audit Trail tab.

You can filter the data table on the Audit Trail tab to display specific event records. Gorilla 5 provides the following filter chips that you can use to filter the audit trail:

• Action - Select an operator and an audit action; for example, Read (view a record) or Create (create a new object)
• Date - Select an operator and a date.
• User - Select an operator and the required user or users.

To add additional filter chips, click the Filter options button   and select Add filter fields.

In the data table, select the action whose details you want to view. Depending on the type of action, additional details might be available. The details for the selected action display in the data table at the bottom of the tab. Each row represents a field that was updated as part of the action. The field's name, old value, and new value are displayed. If a field did not have a value originally, the value in the Old Value column will be blank.

To change which columns display in the data tables, click the Select columns button  .