Assigning a Support Rep for the Request
Each request will be owned by a support rep, who would be responsible
for handling the request till it is closed.
To assign a support rep
- Log in to the SupportCenter Plus application using your user
name and password.
- Click the Request tab in the header pane. This opens
the Requests list.
- Click the Title of the request for which you have
to assign a support rep.
- The View Request
page lists the Tasks that can be
performed on the requests. Here click the Assign Support Rep link.
Alternatively, you can also click the Change hyperlink available
beside the Not Assigned text in Support Rep field of the Request.
This opens Select Support Rep pop-up window, with a text box listing
all the support reps in the IT help desk team as shown below.
- Now select the support rep and click Assign. You can
see that the selected support rep has been assigned to handle the request and
when the support rep logs into SupportCenter Plus, he/she would see this request
in the My Open Requests list. If you do not wish to assign the support rep
then you can just close the pop-up by clicking Cancel.
You can also assign more than one request at a time to a support rep.
To bulk assign requests to support reps
- In the Requests
list page, select the check box available in the row of the requests that
you wish to assign a support rep.
- Now, from the Assign to drop-down list of support reps,
select the support rep to whom you want to assign the requests.
- Click Assign.
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