Creating a New Request

 

When you need a service from the IT help desk team, send a request to the team. There are different modes of placing a request to the IT help desk team, such as web-based form, e-mail notification, and phone call. SupportCenter Plus provides options to log details of a request originating in any of the above-mentioned forms.

To create a new request using the web-based form

  1. Log in to the SupportCenter Plus application using your user name and password.
  2. Click the New Request link available just below the tabs in the header pane.

Quick Create

 

You can create a request quickly using the Quick Create - New Request form. This form is available in the SupportCenter Plus home page and on the left menu in all the other pages. The Contact Name is already filled in with name of the contact who has logged in. Enter the Request Title and Description in this form and click Save. If you feel you want to add more details before submitting, then you can do so by clicking the Add more Details link beside the Save button.

Contact Details

 

In this block, your name and the workstation that has been associated with you are displayed. The Name is non-editable. From the Product drop-down list, select the product in which you are facing the issue. Selecting the product is not a mandatory requirement. Only if the issue is related to the product, you need to select it.

 

Classifying Request Category

 

The Category drop-down box, in the Task Details block, lists the categories under which a request can be classified. Select the relevant category to which your request can be grouped. You can also click the category chooser iconCategory Chooser Iconavailable beside the category drop down list to choose the category.

 

Prioritizing Request

 

The Priority drop-down box, in the Task Details block, lists the priority levels that can be assigned to a request. Choose the relevant priority level for your request from the list displayed. There may be other fields that are available in the new request form which you support team administrator would have added for getting more specific information. Do enter the relevant information in the fields provided.

 

Describe Request

 

Once you have assigned the category and priority for the request, describe the request in detail. The detailed request has two components to it, namely Title and Description. In the Title field, provide a relevant title to the request that will exactly summarize your request content. Then, provide a detailed description with any other associated details relevant to the request in the Description text box.

 

Add Attachments to the Request

  1. In the Task Details block, below the Description text box, click the Attach a File button. This opens an Add/Remove Attachment pop-up window.
    Add/Remove Attachment window
  2. Click the Browse button.
  3. From the file chooser window, choose the file to be attached.
  4. Click Open.
  5. Click Attach File. The chosen file gets listed in the table below the browse field. If you have more files to choose repeat the steps 2,3, and 4 till you have attached all the relevant files.
  6. Click Done. The selected files are attached to the request.

Once you have done all the above, click the Add request button. The request is added to the list of requests and can be viewed from the request list view which can be invoked by clicking on the Request tab in the header pane.

 

Modes of Creating a Request

 

There are different modes of creating a request. One of them is using the web-based form. To use the Web-based form, you must have login access to the SupportCenter application. If you do not have a login access to the application, then you can submit your request in either of the other two modes:

  1. E-mail the request to the help desk team. This e-mail will automatically be changed to a new request in the SupportCenter Plus application and any actions to be performed on the request will be immediately taken into notice.
  2. Call up the help desk agent and report an issue or explain the nature of your request. The help desk agent will manually feed in the details into the application through the web-based New Request form available in the Request module.


SupportCenterPlus - Help Desk and Asset Management Software
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