Difference between revisions of "Reassign & Resolve Requests"
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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 | ||
| + | </div> | ||
| + | {|style="width: 100%" | ||
| + | |- valign="top" | ||
| + | |style="width:73%"| | ||
| + | ==Introduction== | ||
| + | Service Manager provides functionality to track and update a request on the Mobile App. | ||
| + | |style="width:5%"| | ||
| + | | | ||
| + | |style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"| | ||
| + | |||
| + | == Related Articles == | ||
| + | :* [[Service Manager Mobile]] | ||
| + | :* [[Update_%26_Collaborate_on_Requests|Update & Collaborate On Requests]] | ||
| + | :* [[Hornbill Mobile]] | ||
| + | |} | ||
| + | [[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=== | ||
| + | |||
| + | 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. | ||
| − | [[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.