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.
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