Dispatch

Overview:

 

Dispatch contains all of the requests submitted by your end users (via email or the web portal) and acts as a container for the issues submitted to your support desk.

 

From this area, the Dispatcher(s) will review a request.  Here, a dispatcher should ensure that sufficient information is available to assign the request to a queue or support rep as well as assign the priority of the request.  It is also possible to automatically dispatch requests via the HelpSTAR Business Rules.

 

 

 

 

 

 

1. Ribbon Toolbar:

 

 

The Dispatch view toolbar will present several tabs with varying options to address requests in Dispatch.

 

 

Dispatch View

 

 

 

Dispatch List

 

 

 

Preview Pane

 

This section allows you to specify how the In Dispatch Request List (grid) and the Alerts Detail should appear.

 

 

 

 

 

 

 

Default Settings

 

 

 

 

Request Tab

 

The request tab allows you to insert memos and make modifications to a service request in Dispatch without entering update mode.

 

 

Insert

 

 

 

 

 

Change Property

 

 

 

 

 

 

 

Move To

 

 

 

 

 

 

Schedule

 

 

 

 

 

Set Importance

 

 

 

 

Edit Memo

 

 

 

 

Automatic Email Update

 

 

 

 

For more information please see Automatic Email Updates.

 

 

Communication

 

 

 

 

Recurrence

 

 

 

Lookup Tab

 

 

 

 

Properties

 

 

 

 

 

History

 

 

 

 

 

Search

 

 

 

 

 

 

Project Tab

 

 

 

This tab will appear if the highlighted request in Dispatch is a member of a project.

 

 

Project

 

 

 

 

 

 

 

2. Project Pane

 

If the selected request in the request listing is a member of a project, this project preview pane will appear.  Here you can view the project that a request is a part of.

 

 

 

 

3. Dispatch List

 

 

This section allows you to view all requests that are currently in dispatch and are waiting to be assigned to a Queue.

 

4. Dispatch Detail

 

 

This section will allow you to view detailed information regarding the request selected in the Dispatch List.

 

This pane contains two tabs:

 

 

 

Note: An Attachments tab will also appear if Attachments have been made to a request.

 

 

Dispatch Fundamentals

 

Request Arrival in Dispatch

All requests which are submitted by non-privileged HelpSTAR Users are automatically placed in Dispatch. In some circumstances privileged users may also place requests in Dispatch (e.g. a support rep requesting re-assignment of an erroneously dispatched request).

 

Whenever a new request arrives in ”Dispatch", all users with the Dispatch privilege are sent a HelpSTAR Alert.

 

Viewing Requests in Dispatch

Users with the Dispatch privilege can view a list of requests currently in Dispatch by clicking the "Dispatch" button, which is available in the ”Workbench” group on HelpSTAR Service Request Ribbon.

 

 

 

The resulting listing will show all of the requests currently awaiting dispatch to the relevant Queue Folder or support rep.

 

 

 

To dispatch a request, select the request from the ”Dispatch List” and select the appropriate destination for the request from the ”Move To” Group.

 

 

 

 

 

 

 

The dispatcher should review the request's history and:

 

 

 

 

 

While dispatching, the dispatcher can alter:

 

 

 

 

 

Next Steps

The next stage in the request's life cycle depends on the ’Forward To’ workflow option selected (which depends on the dispatcher’s privileges).

 

 

 

 

 

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See Also:

Adding a New Service Request

Adding a New Project

Adding a New Purchase Request

Priority Escalation

How HelpSTAR Works

Assigning Privileges