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To edit a request available in the SupportCenter Plus Request module
Alternatively, in the Requests list view itself, click the edit iconin the row of the request that you edit.
In the editable request form you can change the request details, such as level of the request, mode of the request, and status of the request. If the submitted request has been attended to and completed in all aspects then you can close the request while editing the request itself by changing the status from Open to Closed, or you can move the request to On Hold status if you are waiting for some information before continuing to solve the issue reported. When you are ready to restart work on this request, click Start Timer link in the tasks block on the right side, or edit the request and change the status to Open or Closed as per your need. When you click the Start Timer link, a pop-up window opens requesting you to enter the reason for starting the timer again. Type the relevant reason and click Add. This reason gets appended to the request history.
Moving the request on hold helps in the calculating the exact time taken to solve the request excluding the idle time when the request remained open, which is very essential in calculating the cost per support rep time.
You can modify the owner details of the request. If the request is assigned to the queue, then you can assign it to a support rep or change the queue to which it has been assigned to. You can also edit the Created Date and Due by Date of the request. If the request has been closed, then the completed date will be displayed beside this due by date, which is not editable. If the request has been responded, then the Responded Date is displayed beside the Created Date. This field is also not editable.
Modifying the Request Category and Priority
In the Task Details block of the edit request form, you can change the category
and priority of the request if the same was not appropriately chosen at the
time of submitting the request. To change the category, you can either choose
from the drop down list or click the category iconbeside the category field.
Modifying the Request Description
You can modify the title and description of the request to completely capture the actual nature of the task at hand.
Once you have done all these modifications, click the Update Request button to save the changes made to the request. At any time during modification, if you feel that the modifications performed are erroneous, then instead of clicking on the Update Request button, click the Reset button. This clears all the modifications and displays the request with the original details. Clicking the Back button takes you back to the previous page which you were visiting before you came to the Edit Request page.
In the editable mode, only the above-mentioned fields can be modified in the request form.
If you wish to attach more files to the request, you can do it. Click the Attach
a File button and attach as many files as you wish and click Done.
You can also delete the attachments that were already available in the request
by clicking the delete iconavailable beside the
attachment.
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