Difference between revisions of "Reassign & Resolve Requests"
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== Related Articles == | == Related Articles == | ||
:* [[Service Manager Mobile]] | :* [[Service Manager Mobile]] | ||
| + | :* [[Update_%26_Collaborate_on_Requests|Update & Collaborate On Requests]] | ||
:* [[Hornbill Mobile]] | :* [[Hornbill Mobile]] | ||
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Revision as of 10:59, 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.