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

  1. Log in to the SupportCenter Plus application using your user name and password.
  2. Click the Request tab in the header pane. This opens the Requests list.
  3. Click the Title of the request for which you have to assign a support rep.
  4. 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.
  5. 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

  1. In the Requests list page, select the check box available in the row of the requests that you wish to assign a support rep.
  2. Now, from the Assign to drop-down list of support reps, select the support rep to whom you want to assign the requests.
  3. Click Assign.


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