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:
- Assign requests to other people.
- Claim requests (assign to yourself).
Assign Requests to Other Technicians
Assigning a Request to a Technician makes that person responsible for the request. The assigned technician then becomes the point of contact for all matters related to the Request. An assigned Technician has the privilege to initiate an approval process when required.
Option 1: Assign Requests from List Page
Assigning a Single Request: You can assign one request using the inline edit. Tap on the Unassigned tag of the request and select choose a technician from the list.
Assigning Multiple Requests: To assign multiple requests,
- Select the desired requests.
- Tap the Assign option from the bottom of the screen. A list of technicians appear.
- Select the technician to whom the request is to be assigned.
Once the technician is selected a confirmation message appears. Click Yes to continue.
Option 2: Assign Requests from Details Page
On the Request Details page, tap on the Assignee field and a list appears. Select the required technician to whom the request is to be assigned.
Claim Requests
You can assign requests to yourself and take its ownership. You become the point of contact and can initiate an approval process. Steps to claim a request is same as assigning the request to other technicians.
Option 1: Claiming from List Page:
- To claim a single request, you can tap on the Unassigned tag of the request, and assign request to yourself.
- To claim multiple requests, select the requests, tap Claim option, a confirmation message appears as shown below. Tap Yes to continue.
Option 2: Claiming Requests from Details Page:
On the details page, tap on the Assignee field, and select your name to assign a request as shown in the option 2 of Assign Request section.