Sharing a Request

Sharing a Request

You can share a request to seek assistance from other support reps or support groups. Sharing a request does not assign the request, but only provides access to the request. Access permission for a shared request will be the same as the access permission of the support rep who shared the request. 

To share a request:

    1. Go to the Requests tab and click the subject line of the desired request.

    2. Select Share Request on the right-side pane or from the Actions drop-down menu.

    3. In the dialog box that appears, select one or more support reps or support groups you wish to share and add relevant comments.

    4. Finally, click Share.



View or update sharing details 

  • To view the sharing details, select View shared details from the Actions drop-down menu.

  • To update the sharing details, click View shared details from the Actions drop-down menu and then click Edit. Make necessary changes and click Share. 



You can also view or edit sharing details by clicking View Details on the right-side pane.
    • Related Articles

    • 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 ...
    • Request Tags

      Add tags to a request in order to group them on a specific criteria. You can perform a global search for requests based on their tags. You can add up to 10 tags to a request. To add a tag to the request, open the request details page. Hover over Tags ...