Reassign & Resolve Requests

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Introduction Service Manager provides functionality to track and update a request on the Mobile App.

Related Articles Service Manager Mobile Update & Collaborate On Requests Hornbill Mobile

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.