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Requests and Help Desk Features in Detail
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How to Edit a Request:

  • From Site Administration Main Menu, click on the Browse Requests  icon to open the Search for Requests page.
  • Search and select a Request to edit.
  • The Request Management page is opened.  The first section allows you to view and edit Requestor contact information.

 

  • Click on Name to open the Requestor’s contact record in Contact Management. 
  • Click on Company to open the Requestor’s company record in Contact Management. 
  • Click on Email to sent and email to the Requestor. 
  • Click on Website to open the Requestor’s website. 
  • Click on the   icon to view the requestor’s Address.
  • The upper portion of the Request section, shown below, contains standard Request fields.

  • If the Request’s Priority or Status has changed, select the applicable value from each list box.
  • You may change the other values in this section as well as add and edit attachments to the Request.
  • The lower portion of the Request section, shown below, contains the Form fields created using Request Form Builder.  Consequently it is unique to each Request Type.

  • You may change any of the values in this section.  Note that changes to contact information in this section will not update the Requestors Contact record.
  • The last three sections on the page, shown below, are standard sections for all Request Types.

  • If the Request Type uses Work Orders, each Work Order for the Request will be listed in the Work Order section.  Click on a Work Order # to open and edit the Work Order.
  • If you want to close the Request in order to consolidate it with another Request, enter the Request ID of the other Request and enter a Closed Date.  Click on the the  icon for   to auto insert today’s date.  You may also click on the date lookup  icon  to select a date from the pop-up calendar. 
  • To just close the Request because it has been completed, enter a Closed Date.
  • Click  button to save your changes.

 


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