Request Management for Technicians

Request Management for Technicians

• Creating a Request
  • Email to ticket
• Request List View
• Searching Requests
  • Using a Search Bar
    • Save Search queries
  • Using Filters
• Assigning a Request
  • Assigning from List View
  • Assigning from Details View
• Working on a Request
  • Request Details View
  • Modifying Request Subject and Description
  • Requestor Info and Other Requests of a Requestor
  • Classify Requests
  • Linking Knowledge with a Request
  • Communication, Collaboration, and Resolution
    • Add Diagnosis
    • Add Solution
    • Resolve Rules
  • Add Relations
  • Request Information
  • Time Log
    • Adding a Time Log
    • How to Edit/Delete Time Log:
  • Custom Fields
  • Asking for Approval
    • Initiating an Approval
    • Different States in an Approval Process
    • Managing Approval
    • Approval Process
  • Managing Task
    • Adding a Task in a Request
    • Editing/Deleting Tasks
    • Opening Task Details Pane
    • Closing a Task
  • Notifications
    • Viewing Notification
    • System Defined Request Notifications
  • Watchers
    • Adding/Editing People as Watchers
    • How a Technician can add Himself as a Watcher:
  • Jira Integration
  • Closing a Request
    • Closing from List View:
    • Closing from Details View:
    • Closure Rules
• Mark a Request as a Spam
  • Viewing/Unspam a Spammed Requests
• Viewing Audit Trail
• Asking for Feedback
  • To Activate Feedback
  • Feedback Custom Fields
• Bulk Update
• Merge Requests
  • Doing a Merge:
  • Viewing the Relation of a Primary Request:
• Deleting/Archiving a Request
  • Viewing Archived Requests
• Announcements
  • Creating an Announcement
  • Editing an Announcement
  • Deleting an Announcement
  • Turning off an Announcement