Service Request Snapshot

• Edit: Allows you to edit the service request.
• Assign: Assigns the service request to a Group and/or Support rep.
  
• Add Notes: Allows you to add discussion notes.
• Add Schedule: Allows you to schedule a Technician/Service Engineer to attend the request.
• Add Follow - up task: Allows you to create the date and time of the follow up.
• Duplicate Request: Creates duplicate copy of the service request.
• Delete: Deletes the service 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 service requests assigned to the person mentioned in the Contact Name field.
  
• Close: Allows you to change the status of the service request to Closed.
  

• 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 but are in different requests can be bought under a single request inorder to have a full thread email conversation. Click on Expand all to expand all the conversations and Collapse all to collapse. You can reply or forward the conversation 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. Note: If no request is merged then this field will not be displayed.

Schedule
Here all the schedules that have been created to attend the service request will be displayed. The Technician/Engineer who has been scheduled to attend the request can acknowledge by clicking on Acknowledge. He can fill the Time sheet and calculate his expenses by clicking on Add Time Sheet icon . To add a schedule mouse over Actions tab and

1. Select the Service Engineer from Assign to box.
2. Configure the Start Time and End Time.
3. Budgeted Hours will be displayed according to the start time and end time configured.
4. Select Notify now to email the schedule to the Service Engineer. Enter the Email ID of the service engineer and comments. This is optional.
5. Select Remind to remind the Service Engineer about the schedule before <selected time duration>. Select the desired time duration. Enter the Email ID of the service engineer and comments. This is optional.
6. Click on Add to add a schedule or click on Update to save the modifications done on the existing schedule.
   

1. The name of the Support Rep Resolving This Request will be displayed here. If you want you can change by selecting the desired support rep name listed in the box.
2. Configure the Time Sheet.
1. Scheduled Start Time and Scheduled End Time will be automatically displayed. The start time and end time what you have selected in the Schedule field will be displayed here.
2. Configure the Actual Start Time and Actual End Time.
3. Budgeted Hours will be displayed automatically according to the start time and end time what you have selected in the Schedule field.
4. Actual Hours and Billable Hours will be calculated according to the actual start time and actual end time what you have selected.
5. By default Approval Status will be displayed as Not Approved.
6. Add Notes and Internal Notes.
   
3. Schedule the Expense Entry by clicking on Add Expense.
1. Select the Expense type.
2. Enter the Amount($).
3. Select either Billable or Not Billable.
4. Click on Save.
   

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.

You can delete the notes by clicking on delete icon . Note: If no discussion notes is added then this field will not be displayed.

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.

Time & Expense
The time spent and the expenses made by the Service Engineer in attending the service request will be  listed here. The Service Engineer can enter the time and expense details by clicking on Time sheet icon available in Schedule field. Under Time & Expense field the Service Engineer name, Start Time, End Time, Actual hours, Approval Status, Expense and Total cost will be displayed. The administrator can approve the claim. To approve the claim click on the Service Engineer name and click on Approve. You can also edit the Time & Expense details by clicking on edit icon