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The items that populate the Requests Grid are generated when a User submits a Request to address any number of concerns. The items that appear on the Requests Grid are generated via the CustomerCenter portal, API, or incoming emails. This represents the first stage in the Service Desk process. Whenever a User determines that a new Service is warranted, the User must submit a Service Request in order to initiate the service process.
Since the items on the Requests Grid are populated externally, Users cannot add or delete items to or from the Grid. Instead, Users can double-click an item on the Grid to open its data entry form at which point the User can choose to advance the Request to the next stage of the service process.
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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
On the Requests Grid, double-click or highlight any existing item and click the Edit Selected above Grid to edit.
After opening an item on the Requests Grid, the User is presented with the item's data entry form where the User can begin to address the Request by adding critical information and building Workflows.
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- From the Actions tab click the Add button.
- The Add New Service Desk Action dialog opens.
- Select the Action you need from the drop down.
- Select the Service Catalog picker.
- Add any other relevant overrides.
- Click the Save New button.
Advancing a Service Request
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To convert the Inquiry to another Service Desk type (Incident, Service Order, Estimate, Project, or Problem), open the Inquiry's data entry form and change the SD Type from Inquiry to Incident, Service Order, Estimate, Project, or Problem. The User is prompted to confirm this change. If accepted, the Service Desk item disappears from the Service Request Grid and appear on the Grid for the updated Service Desk type.
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