All the critical alerts that are generated will be automatically logged in as requests. Also the emails sent by your customers to the support team will be also be logged in as requests. You can assign requests to support reps, change the status of the requests, close requests etc. You can also create new requests.
Under Requests all the requests of the selected status will be listed along with other details like Account Name, Mode, Priority, Assigned To, Due Time etc. By clicking on the column chooser icon you can select the desired detail to be displayed. To view the requests of the desired status select the status from the Requests box. By clicking on the Requests you can view the snapshot page of that Request . You can do the following actions on the requests.
Assign: You can assign the requests to the support representatives. Select the request(s), select the name of the Support rep from Assign to box and click on Assign.
Delete: You can delete requests. Select the desired request(s) and click on Delete.
Pick up: You can pick up the requests and resolve it. Select the desired request(s) and click on Pickup.
Close: You can close requests which are resolved. Select the desired request(s) and click on Close.
Edit: You can edit the requests raised. Also all the above said actions can also be done via edit. Click on edit icon to edit the request.
Add New Request
Enter the Request Details.
Select any of the following Status
Closed: Closes the request.
On Hold: Changes the request status to On Hold.
Open: Changes the request status to Open.
Select any of the following Level
None: No level
Tier 1: Level 1
Tier 2: Level 2
Tier 3: Level 3
Tier 4: Level 4
Select any of the following Mode
NONE: Report has been created Manually.
Automatic: The request has been created automatically when the alert has generated.
E-Mail: Email has been logged as a request.
Phone Call: Request has been created via Phone call.
Web Form: Request has been generated from a Web Forum.
Select the request type either as Request or Service Request.
Enter the Owner Details.
Select the Group.
Select the Supporting Rep.
Click on the date icon corresponding to Created Date to select the Created Date.
Click on the date icon corresponding to Due By Date to select the Due By Date.
The Responded Date and Completed Date will be automatically filled when the request has been responded and completed. If not Not yet responded and Not yet completed will be displayed.
Enter the Contact Details.
Select the Name of the Contact person by clicking on .
Select the Product.
Contact number and Account Name will be automatically displayed according to the Contact Name that has been selected. Note: You can edit the contact details from the Contacts page.
Enter the Task Details.
Select the Category.
Select the Priority.
Enter the Title.
Enter the Device Name.
Enter the Description.
Attach the files if any. To attach a file click on Attach file to
browse the files. The attached files will be displayed in the Attached
files box separated by a comma.
Click on Add request.
Edit Request
For editing a request consider the steps 1 to 4 in the Add New Request procedure.
Enter the reason for updating the request in the Reason box under Reason for updating request. These reasons will be shown in the reason history.
you can select the desired detail to be displayed. To view the requests of the desired status select the status from the Requests box. By clicking on the Requests you can view the snapshot page of that Request . You can do the following actions on the requests.
to edit the request.
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