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Documentation

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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Printing a request

The Print option within a request provides the facility to print all or selectable details of the request. This option can be accessed from the request menu located in the top right of the request form.

Print Action

Options

Choose which details of the request you wish to print:

  • Customer Details / Raised By
    Depending on the request type and if a customer has been associated with a request, this section will show the details of either the customer or the person who raised the request.
  • Information
    When selected, an additional button is displayed on the form that lets you define what information you would like to include on the printout. This includes Team, Owner, Logged on, Status, Priority, Service, Service Level Agreement, Service Level, Response Target, and Resolution Target.
  • Details
    Selecting this will include both the Summary and Description of the request in the Printout.
  • Assets. This option is available if assets have been linked to the request. This will include the name, type, and class of asset.
  • Linked Services. This option is available if additional services have been linked to the request using the Linked Services Action.
  • Connections. This option is available if connections have been added to the request using the Connections Action. Each connection will include the name of the connection along with their contact details.
  • Questions
    If selected and if the Questions section is available, this section will be included on the printout.
  • Timeline
    If Timeline is selected, an additional filter is available to decide which timeline updates you wish to print, use the Timeline Options to set your preferences. This includes only printing updates that are set with the visibility of Customer.

Timeline Options

When printing the details of the timeline you can choose to include all timeline updates and all updates with any visibility levels or selectively choose the update types and visibility levels to be included when printing.

Timeline Privacy

  • Public
  • Customer
  • Team
  • Owner
  • Timeline

The list of available action types displayed will mirror the update types that exist on the timeline of the request you are looking to print, so this will vary from request to request. Typically this will include:

  • Update
  • Email
  • Task
  • System

Unselect any action types you do not wish to include when the report is printed.

Select Print to see a preview of the request and to print.

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