Viewing service requests in the data table

Viewing service requests in the data table

The Service Requests workspace and the Service Requests tab on the Contacts workspace display a data table that shows the service request records. You can search for and filter service request records, you can add new service requests, and manage existing service request records. Gorilla 5 provides the following predefined filters that enable you to quickly find records that match the filter criteria:

  • All Service Requests
  • All Open Service Requests
  • All Overdue Service Requests
  • My Service Requests

To search for a service request, type the ID or the title of a service request as search criteria in the text search field and press Enter.

The data table is organized using the following columns:

  • Resolution By - The date and time by which a service request should be closed.
  • Resolution Due In - The number of days and hours remaining before a service request must be closed based on service level agreement rules . It also shows the number of days and hours that a service request is overdue. When service requests are overdue by less than a day, the hours and minutes late display instead of days. The overdue calculation does not include weekend days by default. For example , if a service request is due Monday at 8 AM, and your service level agreement covers Monday to Friday (8 AM to 6 PM), if you view the service request on the Friday before the due date at 5 PM, the service request shows 1 hour left.
  • First Response By - The date and time by which the service provider should respond to a service request.
  • First Response Due In - The date and time when the first response must be sent based on service level agreement rules . If the first response is overdue, it shows the number of days late.
  • First Response Time - The date and time when the first response is sent for a service request . You can select this column and add it to the data table.

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