Requests by Date Closed

Overview:

If you are a support rep, this section will display a listing of all requests that have been closed during a specified date range.

1. Ribbon Toolbar:

Request Closed View

Request Closed List Parameters:          

• Closed Rated:  This option allows you to select if you would like to view closed requests that have been rated.

• Closed Unrated:  This option allows you to select if you would like to view closed requests that are unrated.

• 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, filter the field criteria, etc.

Preview Pane:

This section allows you to select how you would like to view the Request Closed List (grid) and the Request Closed Detail.  You can select from the following:

• Below: View the Request Closed Detail below the Request Closed List.

• Right: View the Request Closed in a panel to the right-hand side of the Request Closed List.

• Grid Only: View only the Request Closed 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:

• Set Current View as Default: Make a customized view the default view for the All Closed Requests window.

• Restore System Defaults:  Set the default view to the original system view.

Request Tab

Insert

• Memo: Insert a memo into a request.

• Attach File: Add an attachment.

• Rating: Provide an Approval Rating for this request. This option will only be available when a closed request is selected.

Change Property

• Title: Modify the title of a request.

• Requester: Change the user requesting service.

• 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

• Queue Folder: Forward this request to a Queue folder.

• My Service: Move this request to your In Service folder.

• Another Rep’s Service: Move this request to another Support Rep’s In ServiceFolder.

• Dispatch: Move this request to Dispatch.

• Resolved in First Call?: This option allows you to specify in HelpSTAR if a request was resolved upon a Support Rep’s first contact with the requester.  Selecting this option gathers statistics on the resolution and can be viewed in HelpSTAR’s standard Reports.

Schedule

• Begin Work: Specify when this request should be addressed. Note this option will not be available if the request is closed.

• Due By: Set a different Due Date for this request. Note this option will not be available if the request is closed.

• Reminder: Set a reminder for a future date or time. For more information please see Reminders.

Set Importance

• Urgency: View the urgency of a request as set by the requester.

• Priority: Set the internal priority of this request.

Edit Memo

• Edit Memo: Edit text, time code information or time worked for existing memos in this request. For more information, please see Edit Memos.

Automatic Email Update

• 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

• Send Email: Send an email from the request.

• Quick Message: Send a message as part of a thread from the request. For more information please see Quick Messages.

Recurrence

• 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

• User: View User Properties.

• Organizational Unit: View Organizational Unit Properties as well as users in this organizational unit.

• Company: View Company Properties as well as users in this company.

History

• User: View the User's Request History or the User's Contact History.

• Organizational Unit: View the Organizational Unit's Request History or the Organizational Unit's Contact History.

• Company: View the Company's Request History or the Company's Contact History.

Search

• 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.  For more information please see the Knowledge Management Tab.

• Request Database: Look for a specific request using our Advanced Search functionality.

Project Tab

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

Project

• 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 Tree

If the request is a member of a project then the project pane will appear (bottom left-hand corner of window) which allows you to view all of the requests which are part of that project. 

3. Request Closed List:

This section lists all the requests, along with their details, during the specified date closed range.  Note that this section, when first opened, will populate with all requests closed today.

4. Request Closed Detail:

This section allows a user to see all of the information regarding the request that is highlighted in the Request Closed 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 Requests Closed View tab.

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

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See Also:

Request by Date Opened

Request By Date Updated

Approval Rating

Edit Memos