ServiceDesk Plus - MSP displays the mail transactions happening between the technician handling a request and the requester, as conversations. At times, the technicians can converse with other technicians regarding the request which also gets listed in the conversation block. The conversations are listed one below the other in the ascending order of the time when the notification (response) was sent (received). You can choose to view either All conversation or Requester conversations.
To view all the conversation details, click the View All Conversation link at the top of this block. This shows all the conversation between the technician and the requester and between the technicians. If the conversation has any attachments, then the attachment icon can be viewed in this block. To view only the requester conversation, click View Requester Conversation link.
You can choose to split the requesters conversations into a new request. To split the conversation as a new request,
Expand the conversations by clicking on the View All Conversation link or by clicking the button on the left of the row which you wish to expand.
Click Split as New request button at the right bottom of that conversation.
This splits the conversation into a new request.
You can delete a specific requesters conversation. To delete a conversation,
Expand the conversations by clicking on the Expand all link or by clicking the > button on the left of the row which you wish to expand.
Click Delete button at the right bottom of that conversation. A confirmation pop-up opens.
Click OK in the confirmation pop-up to delete the thread/conversation.