Requests

All requests, be they Incidents, Service Requests or Change Requests, logged by the Technician on behalf of the Customer, or requests submitted by a Customer or their Organizational Unit can be viewed within the Requests tab of the Customer Portal.

The Home tab displays all Open and Pending requests, whereas the Requests tab lists all requests logged against Customer Items regardless of their Status. This list also includes all requests that have been closed. Requests within this tab are listed with the most recent request logged appearing at the top of the list.

Viewing Request Details

To view the details of a request:

1. Click on the Request number hyperlink to open the Request Details screen
   
   

2. Click Done button to return to the Request list.

Editing Requests

Customers can add Notes or Attachments to requests with a status of Open or Pending, if the View & Edit option has been set for the Incident, Change or Service Request Process within the Admin>Setup>Privileges>Customer tab.

To add request Notes or Attachments:

1. Click on the Request number hyperlink to display the Request details

2. Click , in either the Attachments or Notes field
   
   

3. Add or edit the Notes and/or Attachments

4. Update the Notify field email addresses, if relevant

5. Click Save.
    

Viewing Notes

Notes that have been created for a request can be viewed by Customers.

To view Public or Customer created Notes:

1. Select Requests tab

2. Click on the Request's number hyperlink
   
   

3. Click to display the contents of all Notes in a pop-up window
   Click to close the expanded window.

4. To respond to a Note, select the relevant Note time/date stamp link
   The request Note screen expands to display the content.

5. Click to reply to the Note
   Add the reply content and save to send the Note to the Technician.

6. Click Cancel to close the Note

7. Click Done to return to the Requests list.

Searching Requests

To search for a request, Customers can use the search option within the Requests list. To conduct a Full Text Search, the option should be marked and the Search Term completed. (See: Full Text Search.)

To search for a specific Request Type, select the Incidents, Changes or Service Requests option. Selecting an option will also display any custom fields search options that are active for the selected Request Type. The search parameters can be narrowed by completing the Dates fields, entering a request or Item number, defining the Item Type or defining if the request is Active or Inactive in the system.

Closing a Request

To close an Open or Pending request:

1. Click the request number hyperlink
   The request details are displayed.

2. Click
   The request is closed and the Solution field is displayed.
   
   

3. Enter details as to why the request is being closed
   If the Cancel option is selected within the Solution field, the request will move to the default Closed state for the assigned Workflow, with no Solution recorded for the request.

4. Click
   The details will be saved as a Note that can be viewed by the User working on the request. The request status will be changed to the default Closed state for the assigned Workflow.

5. Click Done to return to the Requests list.

Re-opening a Closed Request

• This option is relevant for Help Desk Customers only.

Customers can re-activate requests after they have been closed, if the Administrator has enabled the option in the system Setup.

To re-open a request that has been closed:

1. Click on the closed request number hyperlink

2. Click the Reopen button at the base of the request details screen

3. Enter information as to why the request is being re-opened

4. Click Save.
   This information provided is converted into a request Note. The User allocated to the request is notified that the request has been re-opened.