1. Request Management

• 1.1. Introduction
  • 1.1.1. What is a Request?
  • 1.1.2. What is Request Management?
• 1.2. 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
    • 1.2.3.2. 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
    • 1.2.5.7. Add Relations
    • 1.2.5.8. Request Information
    • 1.2.5.9. Time Log
    • 1.2.5.10. Custom Fields
    • 1.2.5.11. Asking for Approval
    • 1.2.5.12. Managing Task
    • 1.2.5.13. Notifications
    • 1.2.5.14. Watchers
    • 1.2.5.15. Split
    • 1.2.5.16. Jira Integration
    • 1.2.5.17. Closing a Request
  • 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
• 1.3. Request Management for Requesters
  • 1.3.1. Creating a Request
    • 1.3.1.1. Creating a Request with an Email
  • 1.3.2. Request List View
  • 1.3.3. Searching Request
  • 1.3.4. Request Details View
  • 1.3.5. Classify Requests
  • 1.3.6. Conversation with Technician
  • 1.3.7. Resolving a Request
    • 1.3.7.1. Reopening a Request
  • 1.3.8. Editing Subject and Description