Reassign & Resolve Requests

From Hornbill
Revision as of 09:27, 8 January 2018 by Stevenb (talk | contribs) (→‎Request Details)
(diff) ← Older revision | Latest revision (diff) | Newer revision → (diff)
Jump to navigation Jump to search

Home > Hornbill Mobile > Service Manager Mobile > Reassign & Resolve Requests

Introduction

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

Related Articles

Resolve.PNG

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

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.