Use the Service Request Queue Manager (11.1.15.13) to view and manipulate service requests. You can sort SRs by the service engineer assigned to them or by priority.

You can edit service requests from the queue manager. Select the line you want to edit and the Update SR frame, similar to the one in Updating SRs in the Queue Manager, displays.

From this frame, you can change the SR priority, status, assigned engineer, problem code, and type. Managers can use this to re-prioritize SRs and assign them to appropriate engineers.