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Introduction
Resolving a request may involve additional work such as splitting the request into smaller activities, establishing dependencies, collaborating with other support reps, etc. Some of the extended functionalities are: Notes Attachments Tasks Reminders ...
Request Type
SupportCenter Plus offers two default request types namely, Incident and Request for Information. The former is used to create requests for errors, faults etc and the latter is used to get information such as help, how-tos etc. You can also create ...
Request Collaboration
When multiple support reps access the same request, there is a possibility that conflicting changes are being made. To avoid this, SupportCenter Plus allows you to view all support reps who are currently working on the request and receive alerts when ...
Request Assignment
Each request must be assigned to a support rep, who will be responsible to resolve the request within the given time. Support reps can also pick up a request for themselves. You can assign a request in two methods: From the request list view page ...
Request Properties
Request properties are additional information about a request which aids in the automation of the request workflow. In this page, we will discuss the request properties in detail. Created By This refers to the user who has raised the request. Learn ...