1.2. Request Management for Technicians

Request Management for Technicians

• 1.2.1. Creating a Request
  • 1.2.1.1. Email to ticket
• 1.2.2. Request List View
• 1.2.3. Searching Requests
  • 1.2.3.1. Using a Search Bar
    • 1.2.3.1.1. Save Search queries
  • 1.2.3.2. Using Filters
• 1.2.4. Assigning a Request
  • 1.2.4.1. Assigning from List View
  • 1.2.4.2. Assigning from Details View
• 1.2.5. Working on a Request
  • 1.2.5.1. Request Details View
  • 1.2.5.2. Modifying Request Subject and Description
  • 1.2.5.3. Requestor Info and Other Requests of a Requestor
  • 1.2.5.4. Classify Requests
  • 1.2.5.5. Linking Knowledge with a Request
  • 1.2.5.6. Communication, Collaboration, and Resolution
    • 1.2.5.6.1. Add Diagnosis
    • 1.2.5.6.2. Add Solution
    • 1.2.5.6.3. Resolve Rules
  • 1.2.5.7. Add Relations
  • 1.2.5.8. Request Information
  • 1.2.5.9. Time Log
    • 1.2.5.9.1. Adding a Time Log
    • 1.2.5.9.2. How to Edit/Delete Time Log:
  • 1.2.5.10. Custom Fields
  • 1.2.5.11. Asking for Approval
    • 1.2.5.11.1. Initiating an Approval
    • 1.2.5.11.2. Different States in an Approval Process
    • 1.2.5.11.3. Managing Approval
    • 1.2.5.11.4. Approval Process
  • 1.2.5.12. Managing Task
    • 1.2.5.12.1. Adding a Task in a Request
    • 1.2.5.12.2. Editing/Deleting Tasks
    • 1.2.5.12.3. Opening Task Details Pane
    • 1.2.5.12.4. Closing a Task
  • 1.2.5.13. Notifications
    • 1.2.5.13.1. Send Email Notification
    • 1.2.5.13.2. Send SMS Notification
    • 1.2.5.13.3. System Defined Request Notifications
  • 1.2.5.14. Watchers
    • 1.2.5.14.1. Adding/Editing People as Watchers
    • 1.2.5.14.2. How a Technician can add Himself as a Watcher:
  • 1.2.5.15. Split
  • 1.2.5.16. Jira Integration
  • 1.2.5.17. Closing a Request
    • 1.2.5.17.1. Closing from List View:
    • 1.2.5.17.2. Closing from Details View:
    • 1.2.5.17.3. Closure Rules
• 1.2.6. Mark a Request as a Spam
  • 1.2.6.1. Viewing/Unspam a Spammed Requests
• 1.2.7. Viewing Audit Trail
• 1.2.8. Asking for Feedback
  • 1.2.8.1. To Activate Feedback
  • 1.2.8.2. Feedback Custom Fields
• 1.2.9. Bulk Update
• 1.2.10. Merge Requests
  • 1.2.10.1. Doing a Merge:
  • 1.2.10.2. Viewing the Relation of a Primary Request:
• 1.2.11. Deleting/Archiving a Request
  • 1.2.11.1. Viewing Archived Requests
• 1.2.12. Announcements
  • 1.2.12.1. Creating an Announcement
  • 1.2.12.2. Editing an Announcement
  • 1.2.12.3. Deleting an Announcement
  • 1.2.12.4. Turning off an Announcement
• 1.2.13. Export