Request Detail Page #
The request detail page is the central view for an individual service request. It contains all information about the request, organized into distinct sections.
Header #
The top of the detail page displays:
- Request number (SR-XXXX)
- Current status (with a button to change it)
- Priority indicator
- SLA timer showing time elapsed against response and resolution targets
Metadata Section #
Below the header, the metadata section shows:
| Field | Description |
|---|---|
| Customer | Name linking to the customer record |
| Contract | Linked contract with current hour balance |
| Service Type | Category of the request |
| Assigned To | Current assignee |
| Created By | Who created the request (staff or customer) |
| Created Date | Timestamp of creation |
| Last Updated | Timestamp of last change |
Time Log Section #
The time log section lists all time entries recorded against this request. Each entry shows:
- Date and time of the entry
- Staff member who logged the time
- Duration in hours and minutes
- Description of work performed
- Whether the entry is billable
The running total of logged hours is shown at the bottom of this section.
Activity Timeline #
The activity timeline is a chronological log of everything that has happened to the request:
- Status changes (who changed it and when)
- Assignment changes
- Notes added (labeled as internal or customer-visible)
- Notifications sent
- SLA events (timer start, breach, resolution)
This timeline cannot be edited and serves as the permanent audit trail.
Notes Section #
The notes section is used for communication. Notes can be marked as internal (visible only to staff and administrators) or customer-visible (shown in the customer portal). See the Notes and Communication doc for full details.