Viewing a Request

 

To view a request available in the SupportCenter Plus Request module

  1. Log in to the SupportCenter Plus application using your user name and password.
  2. Click the Requests tab in the header pane. The next page lists all the requests available in the SupportCenter Plus application in the Open status. Unassigned and assigned requests that have not yet been viewed by the corresponding support rep even once will be in bold text, while the viewed requests will be in regular font.
  3. Click on the Title of the request that you want to view. This opens the View Request page that contains tabs: Request, Resolution, and History.

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.
 

Viewing Request by Contact

 

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.

 

Cost of a Request

 

Finally, you can enter the time spent details for the request.

  1. Click Add Time Entry button. The Add Time Entry dialog pops up.
  2. Select the support rep name from the Support Rep Resolving This Request list box. If you have already entered the per hour cost of the support rep while creating the support rep details, then that will be fetched and the total time spent on the request will be taken. If you wish to change these values, you can do so manually.
  3. Enter the time taken to resolve the request in terms of hours and minutes.
  4. The Support Rep Cost per hour will be fetched from the support rep details, which is a non-editable field. Using the above two data, the Support Rep Charge is calculated as Time Taken To Resolve X Support Rep's Cost per hour.
  5. If you wish you can enter a description for this time spent entry.
  6. Click Save.

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.

 

Changing Support Rep

 

In the view request page, you can change the support rep handling the request.

  1. Click the Change link beside the support rep name.
  2. The Assign Support Rep window opens with the list of support reps available. Select the support rep you want to reassign the request. You can also select NONE. This will unassign the request.
    Assign Support Rep
  3. Click Assign. The Assign Support Rep window closes and the view request page refreshes to reflect the change in the details.

The unassigned request will be displayed in bold font.

 

Viewing Resolution

 

To view the resolution for the request in the view request page

  1. Click the Resolution tab.
  2. If there are no resolutions for the request, then a message No Resolution Available is displayed. To search for resolutions from the solutions database, click the Look up for resolution from solutions database link.
  3. The resolution is a documented information of how the issue was resolved. This documented information can be very useful for future reference. This resolution can also be added to the knowledge base as an article which can be searched by contacts for resolving issues faced by them.

Viewing History

 

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.



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