Service

Overview:

If you are a support rep, this button will display a listing of all requests in your service.  If you have the Administer Privilege, Update All Privilege or Report Privilege, this button will display a listing of all requests that are in service for all support reps.

 

 

 

 

 

1. Ribbon Toolbar:

 

The In Service toolbar will present several tabs with varying options to address requests in Service.

 

In Service View Tab:

 

 

 

 

In Service List Parameters:

 

This section allows you to select which requests you wish to view in your In Service List based on the Wait State it is currently assigned.  If you wish to see requests that are only ‘Waiting for Response’, then check the option for that Wait State.  If you wanted to see all requests that are assigned to you, regardless of wait state, then you would select all options in this section.

 

Wait State Options:

 

 

 

 

 

 

 

Preview Pane:

 

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

 

 

 

 

 

 

Default Settings:

 

 

 

Request Tab

 

 

 

The request tab allows you to insert memos and make modifications to a service request that is in Service 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

 

 

 

 

Project

 

 

 

 

 

 

 

Support Reps Tab

 

 

 

 

Support Reps

 

 

 

 

 

 

2. Support Rep Listing:

 

This section lists all the Support Reps.  Here, you can view which requests are in each Support Rep’s In Service folder.

 

3. Project Request 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.

 

4. In Service List:

 

This section lists all requests, along with their details, that are In Service with the Support rep selected in the Support Rep Listing.

 

 

5. In Service Detail:

 

This section allows you to view the details of the request that is selected in the In Service List.

 

This pane contains two tabs:

 

 

 

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

 

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See Also:

Dispatch

Queue Folders

Workspace

Project Template

Reminders