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Working with Requests

This topic relates to the Nano interface.

Before you start

Read Introduction to Nano and the Nano Feature List before continuing.

Nano provides a range of methods for working with requests to suit different working styles. Requests can be closed or assigned to another analyst or group from the Search and Outstanding windows as well as from the Request Details window. While other actions, such as updating, authorizing, or rejecting requests can only be done from the Request Details window,

This topic provides an overview of the methods available for each type of action.

For detailed information, see these topics:

Using the Request Details Window - Explains how to open and update requests, the request details fields and their purpose, and how to use the Status field to perform actions on the request.
Viewing your Outstanding Requests - The Outstanding window displays requests requiring your attention. This topic shows you how to adjust the filters and perform actions on requests from the table of results.
Searching for Requests - Learn how to search for requests and perform actions on them from the table of results.

Log a request	On the menu select New Request Complete the Request Details Press Save.
Search for a request	Method 1: Request Search On the menu select Search, then Request Search Complete the Request Search fields. Method 2: Request Outstanding On the menu select View, then Requests Outstanding Adjust the Request Outstanding filters if needed. Method 3: Quick Search Type the request number into the Quick Search field. A list of matching records is displayed
View request details	Method 1: Quick Search Type the request number into Quick Search Select the request from the listed results. The Request Details window is displayed. Method 2: Request Search or Request Outstanding Search the table of results for the request you want to view Open the request using any of these methods: Double-click on the request record; or Right-click the request record and select ; or Right-click the request record and select The Request Details window is displayed. The request window opens in edit mode or in review mode, depending on the method used to open the request, and the settings configured in your Workflow Security Role.
Update a request	Select and open the request you want to update The Request Details window is displayed If the request is in review mode, press Take Action. Update the Request Details fields Press Save.
Authorize or Reject a request	Select and open the request you want to authorize The Request Details window is displayed Enter your password, if required Press to authorize the request. Press to reject the request.
Assign a request	Method 1: Request Details Select and open the request you want to assign The Request Details window is displayed In the Assign To field select the analyst or group you want to assign to Press Save. Method 2: Request Search or Request Outstanding In the table of results, find the request you want to assign Forward the request using any of these methods: Select the request record and select in the toolbar; or Right-click the request record and select The Request Forward window is displayed Complete the Request Forward details Press OK. The terms "assign" and "forward" are interchangeable in this context.
Close a request	Method 1: Request Details Select and open the request you want to close The Request Details window is displayed Change the Status field to a closure status The selected status must have the Close setting enabled in System Admin Request Completion Statuses. Press Save. Method 2: Request Search or Request Outstanding In the table of results, find the request you want to close Close the request using any of these methods: Select the request record and select in the toolbar; or Right-click the request record and select The Request Close window is displayed Complete the Request Close details Press OK. Method 3: Kanban in Request Search or Request Outstanding In the Kanban, find the request you want to close Drag the request to a column with a closure status The selected status must have the Close setting enabled in System Admin Request Completion Statuses. The Request Close window is displayed Complete the Request Close details Press OK.
The actions listed below affect the Service Level Agreements on the request. About the SLA clock Once an agreement is attached to a work item, it begins running against a ‘clock’. ASM continually monitors the amount of time the agreement has been in effect and checks if any events are scheduled to occur. An agreement may trigger a number of events such as escalations and finally a breach. You can stop the clock and restart the clock if you have sufficient permissions. While the clock is stopped, no time will accumulate on the agreement and no escalation or agreement breach events will occur. This may be required, for instance, if you are waiting on further information from a user and cannot proceed until you get this information. You can Resume Service if you have sufficient permissions, to immediately close all events on all agreements on the work item. This is useful if the immediate issue has been resolved, but you wish to keep the work item open. Agreement events are closed when the work item is closed.
Stop the clock	Select and open the request for which you want to stop the clock The Request Details window is displayed Change the Status field to a status that stops the clock The selected status must have the Stop Clock setting enabled in System Admin Request Completion Statuses. Press Save.
Start the clock	Select and open the request for which you want to start the clock The Request Details window is displayed Change the Status field to a status that does not stop the clock and does not resume service The selected status must not have the Stop Clock setting or the Resume Service setting enabled in System Admin Request Completion Statuses. Press Save.
Resume Service	Select and open the request for which you want to resume service The Request Details window is displayed Change the Status field to a status that resumes service The selected status must have the Resume Service setting enabled in System Admin Request Completion Statuses. Press Save.