Difference between revisions of "Reassign & Resolve Requests"
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| − | __NOTOC__[[Main_Page|Home]] > [[Hornbill Mobile]] > [[Service Manager Mobile]] > Reassign & Resolve Requests | + | <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== | ==Introduction== | ||
| + | Service Manager provides the functionality for a co-worker to reassign and resolve requests on the mobile app. | ||
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| + | |style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"| | ||
| − | Service Manager | + | == Related Articles == |
| + | :* [[Service Manager Mobile]] | ||
| + | :* [[Hornbill Mobile]] | ||
| + | |} | ||
| + | [[File:Resolve.PNG|thumb]] | ||
===Reassigning a Request=== | ===Reassigning a Request=== | ||
Revision as of 10:57, 15 July 2017
Home > Hornbill Mobile > Service Manager Mobile > Reassign & Resolve Requests
IntroductionService Manager provides the functionality for a co-worker to reassign and resolve requests on the mobile app. |
Related Articles |
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.