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.
Here, you can perform the following activities:
| Parameters | Description |
|---|---|
| Reply To Requester | You can communicate with other technicians and the Requester. The Requester gets an email notification on every message you post and vice-versa (Requester and assigned Technician are the default recipients for email notification). The Requester can reply to the emails and the replies are added to the comment thread. |
| Forward | You can forward the request to some other user. |
| Collaborate | You can collaborate with other technicians. You can start a message thread which is visible to other concerned people. You cannot change or delete a collaboration message. |
| Add Note | You can add additional information about the Request so that others can view the same. You cannot change or delete a collaboration message. |
| Add Diagnosis | You can add an inspection of the related problem. The diagnosis statement sits on top of the pane with a different color scheme. You can add only one diagnosis statement per Request. You can modify the diagnosis statement after adding one. |
| Add Solution | You can add a solution to the request. You can add only one solution statement per request. |
| View Conversations | You can view the conversations with the requester, including the requests forwarded, collaborated, notes, diagnosis, and the feedback of the requesters. |
Adding a New Work
- Select the type of work: Reply, Forward, Collaborate, Note, Diagnosis, or Solution. Some work will be visible to the requester while some will be visible only to the technicians.
- Enter the body of the message.
- You can also attach images either by capturing or selecting from the Gallery.
Once done, tap the Send icon and the conversation will be available in the View Conversations tab.
Similarly, you can forward, collaborate, add notes, diagnosis, and solution to the requests.
View Conversations
Select the View Converations option from the Reply tab and the following screen appears.
Here, you can view the entire conversation history along with the bifurcation of With Requester, Forward, Collaborations, Notes, Diagnosis & Solution and Feedback. Also, the content of the request created via Email to ticket will be displayed here.