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:
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The Dispatch view toolbar will present several tabs with
varying options to address requests in Dispatch.
Dispatch View
Dispatch List
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- Customize: Users of the HelpSTAR Windows interface can
customize the grid in any of their request listings by clicking the
"Customize” button. For each specific listing, a user can select which rows
(fields) will be displayed in the grid. Also, they can display them in a
different order, edit the captions or filter the field criteria, etc.
Preview Pane
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This section allows you to specify how the In Dispatch Request List (grid)
and the Alerts Detail should appear.
- Below: View the Dispatch Detail below the Dispatch
List.
- Right: View the Dispatch Detail in a panel to the
right-hand side of the Dispatch List.
- Grid Only: View only the Dispatch List grid.
- Recent Updates First: View most recent updates of the
request in the preview pane.
- Chronological Order: View updates to a request in the
order in which they were inserted.
Default Settings
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- Set Current View as Default: Make a customized view
the default view for the Dispatch window.
- Restore System Defaults: Set the default view to the
original system view.
Request Tab
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The request tab allows you to insert memos and make modifications to a
service request in Dispatch without entering update mode.
Insert
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- Memo: Insert a memo into a request.
- Attach File: Add an attachment.
- Rating: Provide an Approval Rating for this request.
This option is only available when a closed request is selected.
Change Property
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- Title: Modify the title of a request.
- Requester: Change the user requesting support.
- Request Type: Select a different request type if other
types have been created using User Defined Fields.
- Category: Modify the category of this request.
- Item: Select an asset that this request has been
logged about.
Move To
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- My Service: Move this request to your In Service folder.
- Another Rep’s Service: Move this request to another
Support Rep’s In
Service Folder.
- Dispatch: Moves this request to in Dispatch.
- Close: Close the request in view.
Schedule
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- Begin Work: Specify when this request should be
addressed.
- Due By: Set a different Due Date for this request.
- Reminder: Set a Reminder for a future date or time.
Set Importance
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- Urgency: View the urgency of a request as set by the
requester.
- Priority: Set the internal priority of this request.
Edit Memo
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- Edit Memo: Edit text, time code information or time
worked for existing memos in this request.
Automatic Email Update
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- Updates: Turn email updates on or off for this
request.
- To: Select the recipients of the email update.
- Content: Specify whether to send the request history
or the current memo of the request.
For more information please see Automatic Email Updates.
Communication
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- Send Email: Send an email from the request.
Recurrence
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- Recurrence: Set a specified date/time or interval for
this request to be created. Recurrence can be used for scheduled tasks
or events that occur on a regular basis.
Lookup Tab
Properties
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History
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Search
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- Request Memo Text: Look for specific text within a
request.
- Project Memo Text: Look for specific text within the
project that this request belongs to. Note that this option will only
appear if the request selected is part of a project.
- Suggested Solutions: Look in your Knowledge Base for
Best Solutions for this request. See Knowledge Management
for more information.
- Request Database: Look for a specific request using
our Advanced Search functionality.
Project Tab
This tab will appear if the highlighted request in Dispatch is a member of a
project.
Project
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- New Child Request: Add a child request to the selected
request in view.
- Add Folder: Add a folder to organize a group of
requests.
- Convert To Project: Convert the selected request using
a previously defined Project
Template. Note that this button will only appear if the request does not
have a parent request or is a child request of a project.
- Merge with Request/Project: Merge the current request
with a project.
- Remove From Project: Remove the selected request for
an existing project. Note that this option will only appear if the
request selected is part of a 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.
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3. Dispatch List
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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
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This section will allow you to view detailed information regarding the
request selected in the Dispatch List.
This pane contains two tabs:
- Transaction Tab: Here you will find a listing of the
memos showing all of the activity for the selected request.
- Properties Tab: This section shows you all the general
information about the request depending on the properties selected in display
properties on the Dispatch View tab.
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.
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The resulting listing will show all of the requests currently awaiting
dispatch to the relevant Queue
Folder or support rep.
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To dispatch a request, select the request from the ”Dispatch List” and select
the appropriate destination for the request from the ”Move To” Group.
- Queue
Folder: The request will wait in the designated Queue until
accepted by a support rep.
- Another Rep’s Service: Moves the request to another
Rep’s workspace.
- Dispatch: Move the request to be triaged and
dispatched.
- Closed: The request is designated as complete and is
ready for approval.
The dispatcher should review the request's history and:
- Decide the appropriate priority.
- Set forwarding options of the request to the appropriate
Queue or Rep.
- Decide on scheduling options based on the given information
and the user's requested urgency.
While dispatching, the dispatcher can alter:
- Enter a Memo (guidelines) for the rep as to how to proceed
about providing service where applicable.
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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).
- To Queue: The request will wait in the designated Queue until accepted by a
support rep.
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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