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Overview of request actions

The action bar at the top of each request contains the actions you can apply to a request.

Request Actions

  • The actions available on a request can be configured within the service they are associated with.
  • The supporting workflow that sits behind the request can control the focus of an action when that action is required to be completed.
  • Use the Access Control automation to lock or unlock individual actions at any point within a workflow.
  • Request settings control which of these options are enabled when an incident is on hold.

Visibility of actions in the timeline

Each time an action is used, an entry is added to the timeline. Each action has a visibility level associated with it that controls who can see the entry in the timeline. This will typically be Team or Customer. The user can select the visibility to decide whether the timeline entry will be customer-facing (Customer visibility) or private to the team working on the request (Team visibility). Visibility of actions in timeline

While a user can change this at the time of performing the action, the default visibility for each action item is configured in Service Manager settings. To find the default visibility settings, in Configuration Search, enter “visibility”.

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