Group Completed Requests

 In Incident Management, Usability

Request GroupHandling a major service outage can be stressful.  End users may have submitted many requests during the outage and most of these will have been grouped together.  But after the outage was resolved and the request group was completed, there may still be some open requests that were not yet added to the group.  These can now be added by opening the completed group in Edit mode and dragging the open requests onto the group from the Service Hierarchy Browser (SHB).

Add an open request from the SHB to a completed group

Even when an individual request was already completed, it can still be added to the completed group.  This is done by opening the group in Edit mode, expanding the ‘Grouped Requests’ section, pressing the ‘Link Requests…’ option and entering the ID of the completed request.

Add a completed request to a group

Out of Office PeriodRequest group