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When system users need a service from the system administration team relating to the assets or any other service such as software installation and so on, they can send a request to the team. There are different modes of placing a request to the system administration 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
You can create a request quickly using the Quick
Create - New Request form. This form is available in the SupportCenter
Plus home page and in requests list page. Enter the Contact
Name, Request Title, and Description
in this form and click Save. You select
the contact name by clicking the user look up buttonbeside the name field. 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.
The Quick Create - New Request form comes in handy when help desk agent is loaded with work. He/she just has to enter the contact name, request title, and description. The other details can be filled in by the support rep who handles the request.
In the new request form, the first block - Request details has information regarding the request, such as status of the request, mode of request submission, and request level. All these are drop-down boxes containing predefined values that can be added from the Admin module.
While submitting a new request, the default entry of the Status of the request will be Open. Depending on the form of request submission (phone call/e-mail/form), you can select the Mode.
For example, if a user calls the SupportCenter Plus agent to report an issue and place a request, the SupportCenter Plus agent selects the mode as Phone Call and then record the other details of the request.
Based on the request content, the Level of the request also can be assigned. If unsure the default entry can be left as is.
Assigning Request to Queue / Support Rep
You need to provide the owner for the request. You can either assign to request to a specific queue or a support rep. Under the Owner Details block, from the Assign to list box, select Queue to assign the request to a queue or Support Rep if you want to directly assign it to a support rep. The owner list box will now display values depending on the choice you made.
For example, if you have chosen Queue, then the owner list box will be renamed to Queue and will list the queues that are available, from which you can choose the queue of your choice. Only a help desk team member will be able to assign a queue or support rep to the request. Others can create a request, but cannot assign a support rep or queue to the request.
You can define your own organization-specific fields that do not appear in the New Request form, from the Admin module. The fields defined there will be available in the Task Details block in addition to the default task details fields provided. Depending on the fields, enter the required values for the fields. To know more about how to add user-defined fields in the new request form, refer to the Configuring Additional Fields section in the request form under the Helpdesk configurations.
You can select the contact from the list of users using the SupportCenter Plus application.
Under the Task Details Block, there is a Category drop-down
box. This lists the various categories under which a request can be classified.
You can select the relevant category under which your request can be classified.
Alternatively, if the list of categories are too lengthy, then you can
click the choose category iconavailable beside the category
list box. For more details on category, refer to Configuring
Request Category under the Helpdesk
Configurations section.
In the Task Details block, is a Priority drop-down box. This lists the various priority levels that can be assigned to a request. You can choose the relevant priority for your request from the list displayed. For more details on priority, refer to Configuring Request Priority under the Helpdesk Configurations section.
Once you have assigned the category and priority for the request, you need to 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
Once you have done all the above, click the Add request button. The request gets added to the list of requests and can be viewed from the request list view which can be invoked by clicking the Request tab in the header pane.
You can create a new request in one of the following methods:
There can be other modes of requests also by which requests can get created. For more information on how to add additional modes, refer to Configuring Mode section.
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