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An Inquiry is generated when the User organization's Service Desk email account receives an email from a Customer seeking clarification or consideration for a concern. New incoming emails are processed and designated as new Inquiries or added as threaded messages to existing Service Desk items. Inquiries can also be generated by the CustomerCenter General Request link. Users can identify an Inquiry by the initials 'IQ' in the column labeled 'Number'. For more information on Inquiries, see the Original Inquiry tab page.
Each type of Request can ultimately progress to the next stage of the Service process.
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The Tabs associated with Service Requests are Reported Problem , Equipment , Workflow , Contacts , GLA , Charges , Labor , Cabling , Activity/Remarks , Email Thread , Attachments , Original Inquiry , and User Defined Fields .
Editing a Service Request
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