Track Requests
Update Requests as an Editor
Editors can review or update a service request raised by someone else once before it resumes its workflow. If you were marked as an editor for a service request, you can update it as follows: Go to the request view page and select Awaiting My ...
Close, Reopen, and Print Requests
You can close your resolved requests to confirm that the issue was resolved. Go to the details of the relevant request and click Close as shown below: However, if the resolution was incorrect or if the issue persists even after the request is closed, ...
Search Requests
Apart from the column search present in list view or template view, you can also search for requests using global search. By default, search results are displayed in the template view. You can choose to view them in the table view. As you type your ...
Cancel Requests
You can cancel requests you raised initially. By default, you only have permission to raise a cancellation request to technicians. The Administrator can grant you permission to cancel your requests by yourself. Go to the details page of the request ...
Communicate with the Technician
You can communicate with the technician via email regarding your request. To contact your technician, Go to the Conversation tab in the details page or click on the request view page. Click Reply or on the email conversation bar. Edit the Subject of ...
Monitor Request Details
On clicking a request from the list view or template view, you will be redirected to the request details page. You can track the details of each request from this page. The request details page contains the following tabs: Conversations: Records ...
View Incident and Service Requests
After logging your requests, you can track their status from the Requests tab. Here, you can view your requests in two different views: List View and Template View. Both view types offer a range of similar functionalities, yet their presentation of ...