Tracking Requests

Tracking Requests

You can track the progress of all your requests under the Requests tab.

 

Request List View


The request list view gives an overview of all the requests along with their properties and SLA violations at a single glance.

 

 

You can view requests based on a particular criteria using the following filters available in SupportCenter Plus.

 

  • My Open Requests

  • My Requests on Hold

  • My Overdue Requests

  • My Pending Requests

  • My Completed Requests

  • My Closed Requests

  • All My Requests

  • Awaiting Approval

  • Missed chat Requests

  • Closed chat Requests

 

You can also customize the request list view information using the column selector option. Choose the columns to display and rearrange them with a simple drag and drop method.

 

 

 Request Details Page 

You can track individual requests from the request details page.

On this page, you can do the following:

  • Edit, reply, and print requests

  • Add attachments and notes

  • Close and reopen requests

  • View details, resolution, and history

 

 Edit, Reply, and Print Requests 

You can edit, reply, and print requests from the request details page.

To edit a request,

  1. Open the request details page.

  2. Click Edit from the request header.

  3. Modify the required fields and click Save.

 

To reply to a request,

  1. Open the request details page.

  2. Click Reply from the request header.

  3. In the displayed tab, enter the email IDs of users to notify under the Notify Users field.

  4. Click Add.

 

To print a request,

  1. Open the request details page.

  2. Click Actions >> Print Preview.

  3. Verify the print preview and click Print.

 

 Add Notes and Attachments 

You can provide additional information to the request as notes. You can also email the note to the support rep by choosing the corresponding check box in the add note window.

 

 

Apart from notes, you can attach files from the request details page. Click Browse Files under the description and choose the required file.

 

 

  View Details, Tasks, Resolution, and History  

You can view the details, resolution, and history of the request by clicking the corresponding tab in the request details page.

 

 

If you have relevant permissions, you can also view the tasks related to the request under the Tasks tab.

 

The steps taken by the Support Rep to resolve the issue will be displayed under the resolution of the request.

    • Related Articles

    • Logging Requests

      You can raise requests in the following ways: Home Page New Request/Request Catalog Requests Tab   Raise a Request on the Home Page On the home page, search for the required request template and fill out the request form.   New Request The New ...

    • Raising Requests via email

      Both registered and unregistered contacts can raise requests via email.   To raise a request via email, send your request to the email address provided by the organization.  If you are an unregistered contact, processing your request will be subject ...

    • Linking Requests

      Linking requests allows you to keep track of requests from different contacts with similar issues. Linking requests is a unidirectional operation with two entities viz. linked request and referenced request. If request A is linked to request B, then ...

    • Requests Tab

      Click Requests from the application header. This displays the request list view page. On this page, click New.    Fill out the displayed request form as discussed here.

    • Logging Requests

      Contacts and Support Reps with valid login credentials can log into the application and raise a request. Create a request from the following locations: Home Page Requests Tab   You can also import requests in bulk. Learn how to do this here.   If you ...