Understanding request information

The request table is the primary interface for viewing and assessing support requests.

Request table columns

The main columns include:

Request Type

• Category or classification of the request. Available options are Ask a question, New feature request, and Technical issue.

• Sortable: No.

Key

• Unique identifier for each support request, in the format NS-XXX.

• Example values: NS-571, NS-570, NS-569.

• Sortable: Yes.

Title

• Short subject or name for the request.

• Sortable: No.

Description

• Brief description or summary of the issue.

• Long text may be truncated with an ellipsis.

• Sortable: No.

Reporter

• Email address of the user who created the request.

• Example values: “admin_virima@demo.com”.

• Sortable: No.

Created At

• Date and time when the request was created, in DD/MM/YYYY HH:MM:SS format.

• Example values: 12/01/2026 18:52:20, 02/01/2026 18:25:15.

• Sortable: Yes.

Severity

• Priority level indicating business impact or urgency.

• Example values: Low, Medium, High, and Blocker.

• Sortable: No.

Status

• Current workflow state of the request.

• Example values: Open, Triage, New Requirement, In Progress, Pending, Done, Reopened, and Duplicate.

• Sortable: No.

Notes

• Long titles, descriptions, and email addresses may be truncated with an ellipsis (…) to maintain readability.

• Hovering over a value or opening the request (depending on UI behavior) may reveal full text.

• You can drag the column borders within the table to increase or decrease the column size.

• Sort indicators (up/down arrows) display on sortable columns such as Key, and Created At.

Understanding request status

Status values describe where a request is in its lifecycle:

• Open – The request has been created and is awaiting initial action or assignment.

• Triage – The request is under initial review and analysis to determine its priority, assignment, and appropriate solution approach.

• New Requirement – Ticket represents a new feature or enhancement request.

• In Progress – Active work has started on the request.

• Pending – The request is on hold, waiting for information, approval, or another dependency.

• Done – The request work is complete and all deliverables have been finalized.

• Reopened – The request was previously closed but has been reopened due to new information or unresolved issues.

• Duplicate – Ticket is a duplicate of another existing ticket.

Understanding severity levels

Severity values indicate business impact and priority:

• Blocker – Critical issue that blocks functionality.

• High – Significant issue requiring prompt attention.

• Medium – Moderate issue that should be addressed in due course.

• Low – Minor issue with lower priority.

Understanding request types

Request Type values categorize the nature of the support request:

• Ask a question – A question or inquiry that requires information or clarification.

• New feature request – A request for a new feature or functionality to be added to the system.

• Technical issue – A report of a technical problem, bug, or issue that needs to be resolved.

Date and time format

Request creation timestamps use the format DD/MM/YYYY HH:MM:SS.

Example: 02/01/2026 18:25:15 means:

• Date: 2 January 2026.

• Time: 6:25:15 PM.