Overview of the Details Page

On the Help Desk Request List page, if you click a request Request Number, the Help Desk Request Details page is displayed. This page displays detailed information about the help desk request.

The following table shows an overview of the different sections of an individual help desk request record and what you can do.

Callout No	What It Is	What You Can Do
1.	Name of the list	Click to navigate back to the previously viewed Help Desk request list page.
2.	Next and Back Arrows < or >	Click the next arrow to go to the next record in the help desk request list you viewed most recently. Or, click the back arrow to go to the previous record. If you have drilled into a service request from the service request list page, this link takes you to the next service request that was on the original service request list that you came from.
3.	Assistant	Enter keywords such as Add, Update, Search, Filter, and Compose, and select your intended action. You can add information, update individual fields, take actions, filter the information you see in the Activity stream, and search. To make suggestions, the Assistant looks for key verbs and names of objects and fields.
4.	Summary region Summary of key fields in the record. Only fields with values get displayed.	Click a field link to drill into its details. For example, if you click the Primary Contact link, a window opens for the agent to link to information and HCM actions (HR Help Desk).
5.	Pending region. Displays the open items such as actions, plans, and knowledge articles that you need to complete ore review for the service request. When you complete an item, it moves to the Activity stream.	Update the action or plan. View the entire knowledge article by clicking on the title of the article. Link the recommended knowledge article to the selected service request.
6.	Recommendation region. Displays the next recommended step, highlighted in solid color. This could be: Actions that are due immediately. Actions always show up first, especially if they're due in the next 24 hours. Published knowledge articles that can help resolve the selected service request.	Update the action. View the entire knowledge article by clicking on the title of the article. Link the recommended knowledge article to the selected service request.
7.	Pinned region. Persists the problem description so that you can see it while you review the service request.	Review the problem description.
8.	Related information Summarizes and provides links to different items related to the help desk request, such as contacts, milestones, attachments, team members, and actions and plans. The summaries also show the number of records in each item. For contacts and team, the name of the first or primary record is shown. Only items with values get displayed.	Click a related item link to drill into its details. View and edit the related fields, which are filtered in the corresponding item panel. For example, click the Milestones link to view and edit the milestone details.
9.	Messages and Conversations	Shows flow of messages on the request. Here you can reply in-line to existing messages. Click the conversations tab to start a conversation with someone not on the request team.
10.	Help Desk request full details	Click to view the Help Desk Request Details page. Here, you can edit multiple fields at once, for the selected request.

If a Maintenance Help Desk is enabled and the request includes a work order associated to an installed base asset, the summary region includes the Asset Number and Maintenance Work Orders as shown in the following image.