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 changes are made to the request.
To view other support reps working on a request:
1. Go to the Requests tab and click the subject line of the desired request.
2. In the request details page, click the collaborators icon . Here, you will see a list of all support reps who are currently viewing the request.
Also, an on-screen flash alert appears if the request is modified by other support reps when you are viewing the request.
The collaborators icon appears only when multiple support reps are viewing the same request.
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 Custom Functions
Request custom functions can be used in business rules, request custom triggers, request life cycle, and request timer actions. Using custom functions, you can perform automated actions on requests, other modules, and external applications. Go to the ...
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 ...
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 ...
Business Rules for Request
Business rules are used to automate certain actions for requests that fulfill certain incoming criteria. Some of the actions that can be automated using business rules include assigning groups, support reps, status, and priority. You can now create ...