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.
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 ...
Request Classic View
Classic View presents the request data in a linear manner. To display requests in classic view, click the icon in the header. You can sort requests by different fields such as subject, support rep, and more by using List Settings in the header. The ...
Request Kanban View
Kanban view displays requests as organized boards. You can group requests based on priority, status, or support rep assigned to the request. Detailed information about support rep's workload can be viewed at a glance. Kanban boards simplify the ...
Request Combined View
Combined View allows you to track requests and tasks on the same page. It appears similar to the classic view but with limited filters and sorting options. To switch the request list to the combined view, click Combined View in the header. In 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 ...