Reassign & Resolve Requests: Difference between revisions
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__NOTOC__[[Main_Page|Home]] > [[Hornbill Mobile]] > [[Service Manager Mobile]] > Reassign & Resolve Requests [[File:Resolve.PNG|thumb]] | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | ||
__NOTOC__[[Main_Page|Home]] > [[Hornbill Mobile]] > [[Service Manager Mobile]] > Reassign & Resolve Requests | |||
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==Introduction== | |||
Service Manager provides functionality to track and update a request on the Mobile App. | |||
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== Related Articles == | |||
:* [[Service Manager Mobile]] | |||
:* [[Update_%26_Collaborate_on_Requests|Update & Collaborate On Requests]] | |||
:* [[Hornbill Mobile]] | |||
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[[File:Resolve.PNG|thumb]] | |||
===Request Details=== | |||
On each request the following information is displayed: | |||
* Summary | |||
* Descritption | |||
* Owner | |||
* Logged On | |||
* Status | |||
* Service Level Respond and or Resolve by (if in use on the request) | |||
:* If a request is currently in an '''On-Hold''' status, the Respond and Resolve By will be replaced with '''On-Hold Until x''' information | |||
* View Timeline - [[Update_%26_Collaborate_on_Requests|Update & Collaborate On Requests]] | |||
Use the '''Edit''' option to update the Summary or Description of the request | |||
===Reassigning a Request=== | ===Reassigning a Request=== | ||
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Choose the '''Owner''' field from the request details and reassign to either a team or individual | Choose the '''Owner''' field from the request details and reassign to either a team or individual | ||
* Team: Choose the Team you wish to assign the request to from the drop | * Team: Choose the Team you wish to assign the request to from the drop. | ||
* Analyst: Optionally choose the analyst from the above chosen team you wish to assign the request to from the drop down. | * Analyst: Optionally choose the analyst from the above chosen team you wish to assign the request to from the drop down. | ||
* Visibility: Choose if the reassignment should be visible to the customer on self service, or just be seen by other analysts working on the request. | * Visibility: Choose if the reassignment should be visible to the customer on self service, or just be seen by other analysts working on the request. | ||
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Choose the '''Status''' field from the request details | Choose the '''Status''' field from the request details | ||
* Change Status To: Choose Resolve to move the request into a resolved status | * Change Status To: Choose Resolve to move the request into a resolved status. | ||
* Comment: Add supporting text as the reason for resolving the request. | |||
* Visibility: Choose if the resolving of the request should be visible to the customer on self service, or just be seen by other analysts working on the request. | * Visibility: Choose if the resolving of the request should be visible to the customer on self service, or just be seen by other analysts working on the request. | ||
[[Category:Mobile | [[Category:Mobile]] | ||
Latest revision as of 22:49, 22 April 2024
Home > Hornbill Mobile > Service Manager Mobile > Reassign & Resolve Requests
IntroductionService Manager provides functionality to track and update a request on the Mobile App. |
Related Articles |
Request Details
On each request the following information is displayed:
- Summary
- Descritption
- Owner
- Logged On
- Status
- Service Level Respond and or Resolve by (if in use on the request)
- If a request is currently in an On-Hold status, the Respond and Resolve By will be replaced with On-Hold Until x information
- View Timeline - Update & Collaborate On Requests
Use the Edit option to update the Summary or Description of the request
Reassigning a Request
Choose the Owner field from the request details and reassign to either a team or individual
- Team: Choose the Team you wish to assign the request to from the drop.
- Analyst: Optionally choose the analyst from the above chosen team you wish to assign the request to from the drop down.
- Visibility: Choose if the reassignment should be visible to the customer on self service, or just be seen by other analysts working on the request.
Resolving a Request
Choose the Status field from the request details
- Change Status To: Choose Resolve to move the request into a resolved status.
- Comment: Add supporting text as the reason for resolving the request.
- Visibility: Choose if the resolving of the request should be visible to the customer on self service, or just be seen by other analysts working on the request.