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Request Snapshot

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Request Snapshot

All the details about the request will be available in this page. Here a small quick view is available. It shows the Request Title, Request ID, Category, Group, Level, Status and Priority. You can also view the details of Request, Resolution and History. The following Actions can be done on the request. Select the desired one from the Actions tab.
  • Edit: Allows you to edit the request.
  • Mark As Service Request: Converts as a service request.
  • Assign: Assigns the request to a Group and/or Support rep.
  • Add Notes: Allows you to add discussion notes.
  • Add Follow - up task: Allows you to create the date and time of the follow up.
  • Merge Request: Allows you to merge the current request with another request.
  • Duplicate Request: Creates duplicate copy of the request.
  • Delete: Deletes the request.
  • Print Preview: Allows you to view print preview.
  • Enter Resolution: Allows you to enter resolutions.
  • Search Solutions: Searches solutions from the solutions database.
  • Add To Solutions: Allows to add this request to solutions database.
  • View Contact Details: Displays the details of person mentioned in the Contact Name field.
  • View Request by Contact: Displays the list of the requests assigned to the person mentioned in the Contact Name field.
  • Close: Allows you to change the status of the request to Closed.
Also you can do E-Mail/SMS activities on the request. Select any of the following activities from Reply tab.
  • Reply: Allows you to send reply to the request.
  • Forward the Request: Allows you to forward the request.
  • E-Mail the Support Rep: Allows you to email the request to the Support Rep.
  • SMS the Support Rep: Allows you to send the details of the request to the Support Rep.
Request
<Contact Name>
Here you can view the Title, Description and Due Date of the request. You can reply or forward the request by clicking on Reply or Forward respectively.

Conversations
Conversations made on the same issue via different requests can be bought under a single request. This is to have a full thread on the email conversations. Click on Expand all to expand all the conversations and Collapse all to collapse. You can reply or forward the conversations by by expanding the conversations and clicking on Reply or Forward respectively. Also you can view its history, split as a new request and delete by clicking on View History, Split as New request and Delete respectively. To merge a request with another request click on Merge Request from Actions tab. Note: If no request is merged then this field will not be displayed.

Request Details
Request details like Mode, Support Rep, Created date, Due date and Device name will be displayed. You can change the Support rep to whom this request has been assigned by clicking on Change corresponding to the Support Rep field. By clicking on the device name you can view the snapshot page of the device.

Change Support Rep
  1. Select the desired group or No, Just select Support Rep from the Choose Group box.
  2. Select the support rep from Choose Support Rep box.
  3. Click on Assign.
Contact Details
You can view the contact details like Contact name, contact number, Email address, Account name and Mobile number. To view the details of the <Name> mentioned in the contact name and account name click on the <Name> to view their details. You can also view the requests that are made by the person mentioned in the Contact name by clicking on View Requests by <Contact name>.

Discussion Notes
Notes that are added to the request will be displayed here. You can add notes to the request. To add a note mouse over Actions tab and click on Add Notes. You can delete the note by clicking on delete icon . Note: If no discussion notes is added then this field will not be displayed.

Time Spent
You can record the time spent to solve the request and also calculate the charges for the same. Here the support rep, description, time spent and charges will be listed. Also the Total time spent and the total charges will be displayed. To add a time entry click on Add Time Entry. You can also edit an entry by clicking on edit icon  and delete by clicking on delete icon .

Add Time Entry/Edit Time Entry.
  1. Select the Support rep who is resolving this request.
  2. Enter the time taken to resolve.
  3. Total charges will be calculated automatically. Total charges will be calculated by multiplying the time taken with the cost per hour.
  4. Enter the description.
  5. Click on Save.
Resolution
You can add resolutions to the request. Either you can add resolution directly by choosing Enter Resolution from Actions tab or can copy from solution database by clicking on Look up for resolution from solutions database.

History
All the recent actions that are done on the request will be displayed here.





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