📄️ Overview
Know how Request Management helps in tracking and managing the various requests.
📄️ Request List
The Request List displays all the available Requests (Incidents and Service Requests) in the system. It is the central hub for a Technician, where you can find a Request, and act upon it.
📄️ Creating a Request
To create a request,
📄️ Request Details Page
On the request details page, you can see the complete details of the request and do the desired activity. This page is accessible from request list page (by tapping on the request subject).
📄️ Reply
In the Reply tab, you can reply to the requester, collaborate and communicate to resolve the request. The Reply tab is at the bottom of the details view of a request. Ideally, here you can add notes, diagnosis, and solutions.
📄️ Resolving and Closing a Request
Resolving a Request
📄️ Assigning and Claiming a Request
When a request is created, the default status is Unassigned. The requests need to be assigned to an agent before one starts working on it. You can assign a request using two approaches:
📄️ Asking for Approval
An approval process makes sure that there are no unauthorized actions. You can ask for an approval only if a technician is assigned to the request. For some, the approvals can be mandatory to process a request.
📄️ Marking Requests as Spam
This option enables you to mark the irrelevant requests as spam requests. Once you mark the request as spam, the system adds a ‘Spam’ tag to the request, and it disappears from the request list.
📄️ Archiving a Request
Here, you can archive the unwanted and old requests.
📄️ Adding Watchers
In a request, it is likely that multiple stakeholders want to keep a watch so that necessary actions are taken promptly. With the Watch feature, one can subscribe to a specific request and receive notifications that go to the requestor.
📄️ Adding Work Log
The Work Log tab allows the analysts to record the activities they performed (along with the time frame).
📄️ Audit Trail
Audit Trail displays all the actions that you and other technicians have performed on the ticket. This tab is common at all places in the system. When you are on the details page of any ticket, it displays the concerned activity logs only.