ServiceDesk Plus

    Share a Request

    Share Request allows Technicians to share their Requests with:

    • Technicians and selected Support Groups
    • Requesters of certain Sites and Departments

    This feature helps Technicians and Requesters to access a Request that is beyond their scope of viewing/editing. 

    Steps to Share a Request:

    Step 1: Click on the Share Request option available in the Request details page. You will be taken to the Share Request section available at the end of the page.

     

     

    Step 2:  Click on Click here link to share the Request. Share window will pop-up.

     

     

    Step 3:  Click on Share to Technician(s) if you want to share with Technicians and Share to Requester(s), if you want to share it with Requesters.
     

    Share to Technicians:  You can share the Request with all Technicians or select the required Technician(s) with whom you want to share the Request. You can also share the Request with Technicians of certain support groups.  Let us consider a scenario where there is problem with the organization's printer. You can select the Technicians (Eg: Heather Graham and Howard stern) or select the Hardware Problems support group since the printer problem is related to hardware. Type-in your comments/suggestions/queries in the comments section. Click Share to share the Request.

    Note : View/edit permission for a Shared Request will be the same as the access permissions provided to the Technician with whom the Request is shared with.
     

     

    Share to Requester(s):  You can share the Request with all Requesters or select the required Requester(s) with whom you want to share the Request. You can also share the Request with Requesters of certain selected Site(s) and Department(s). In our scenario, you can select the Requesters (Eg: Shawn Adams) or select the site and administration/IT Services department since the printer problem is related to general administration. Type-in your comments/suggestions/queries in the comments section. Click Share to share the Request.

    Note: Requesters can only view the shared Request and not edit it.
     

     

     After successfully sharing a Request, you can view the share details at the end of the Request details page. You can also edit the details by clicking Edit.

     

     

    Share Filters in Request List view : You can specifially view the Shared Requests by selecting the appropriate filter from the list of available filters.

    Pending Request shared with me: When this filter is selected, all the Requests in pending status that are shared with you will be displayed.

    Requests shared with me: When this filter is selected, all the Requests that are shared with you will be displayed.

     

     

    Include Shared Requests in Reports:

    You can include the Shared Requests in the reports that you generate. 

    Go to Custom settings under Reports and enable Include Shared Requests in the Report Settings pop-up.

     


     

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