![]() ![]() ![]() |
To view a request available in the SupportCenter Plus Request module
In the Request tab, the data is grouped in a logical manner. The request
header contains the request ID, category, level, status, and priority. If the
request is still a part of a queue and is yet to be assigned to a support rep,
then the queue details will also be displayed in the header. The request summary,
description, name of the contact who raised the request, attachments, and the
due date of the request are displayed in the next block. To view the attachments
to the request, click the file.
Next is the Conversations block, which
displays the mail transactions / threads that have been exchanged between the
support rep and the contact, related to the request. The conversations are listed
in the ascending order of the time. The conversation block is visible only if
there have been any mail transactions between the contact and the support rep.
In the Request Details block, details such as mode of the request, support rep
attending to the request, created date, and due date are displayed. Once the
request has been responded and closed, this block will also have the responded
time, closed time, and Total Time spent details.
The Created Date field displays the time when the request was created.
Based on the priority of the request and SLA that is associated with the contact/workstation/department,
the Due By Date is calculated. If you have responded to the contact then
you will see the Responded Date displayed just below the Priority
field in the Request Details block. When you add any notes to the request,
it gets appended below the Task Details block. The Time
Spent on the request will also be calculated and displayed. The total
time spent will exclude the time that the request was on hold and then calculate
the total time from the time of creation till the request was closed.
In the Contact Details block, details of the contact such as name, workstation which has the issue, e-mail ID, contact number, and location are displayed. Also, there is a button View Requests by <Contact Name>. Click this button to view all the requests raised by this contact, which will be listed in a separate pop-up window. To view the individual request details, click the title to open the request in the pop-up window itself.
You can also view the account details of the contact by clicking the hyperlinked
Account Name available in the Contact Details block. To view the
individual contact's detials, click the hyperlinked contact name or the View
Contact Details link under the Tasks block.
The discussion notes are listed in the descending order of their date
of creation just below the Contact Details block.
Finally, you can enter the time spent details for the request.
If any notes are added to the request, they will be available below the description
of the request. The notes are displayed in the descending order, with the latest
added note displayed first and the rest below that. The notes can usually be
added to convey any technical information related to the request or to convey
the request status.
If there are any additional user-defined fields that have been added to the
new request form, they are grouped under the Request Details block itself.
In the view request page, you can change the support rep handling the request.
The unassigned request will be displayed in bold font.
To view the resolution for the request in the view request page
To view the request history from the time of its creation, click the History tab in the view request page. The details that are displayed in the history are in the ascending order with the earliest performed action shown at the top of the page and the latest action at the bottom of the page. From here you can check the notification history, that captures all the mails/SMS that have been sent for that request apart from the conversation history that is tracked in the Request Tab. To view this you need to click the Notification History link.
![]() ![]() ![]() |