Workspace

Overview

This section displays a listing of all open requests that are assigned to you. These requests can be in one of the following:

 

 

 

 

 

 For example, a support rep will see all open service requests that are in her service and in her assigned queues.

 

 

1. Ribbon Toolbar

 

 

The Workspace toolbar will present several tabs with varying options to address requests that appear in this view.

 

 

Workspace Tab

 

 

 

 

Workspace Grid Parameters:

 

 

 

Support Rep Drop-Down:

This drop-down menu allows a user to view the workspace of other Support Reps.  When viewing the workspace of another Support Rep, you are able to view all of the queues that they are assigned to, as well as any requests that have been assigned to them.  You will also be able to see their In Dispatch (if the Dispatch privilege has been granted for them) and their In Service folders.

 

 

Folder View Option:

 

This section allows you to select which folders you wish to view in your Folder Pane.  If you have been granted the Dispatch privilege, then you will see the "In Dispatch" folder.  If you do not wish to see this folder, you can uncheck the "In Dispatch" checkbox in this section, and it will be removed from your Folder Pane.

 

Wait State:

 

This section allows you to select which requests you wish to view in your Workspace List based on the Wait State it is currently Assigned.  If you wish to see requests that are only "Waiting for Response", then you would ensure that only that Wait State was selected.  If you wanted to see all requests that are assigned to you, no matter what the wait state is, then you would select all options in this section.

 

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, and more.

 

 

Preview Pane:

 

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

 

 

 

 

 

 

Default Settings:

 

 

 

Request Tab

 

 

The request tab allows you to insert memos and make modifications to a service request in your workspace 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.

 

Communications

 

 

 

 

Recurrence

 

 

 

 

Lookup Tab

 

 

 

Properties

 

 

 

 

History

 

 

 

 

 

Search

 

 

 

 

 

Project Tab

 

 

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

 

 

Project

 

 

 

 

 

 

 

 

Queue Folder Tab

 

 

 

 

 

 

 

 

2. Folders Listing

 

 

This section lists all the Queues the Rep is linked to.  If the Rep has been given the Dispatch privilege, they will also see the "In Dispatch" folder.  The "In Service" folder is where a Rep will place a request when they are ready to work on it.

 

 

3. Workspace List

 

 

This section provides a line item for each request.  From here, you can double click on the line item to open the request, or you can quickly view it’s details by selecting the request, and viewing the Workspace Details section below.

 

 

4. Workspace Details

 

This section allows you to preview details of the highlighted request.

 

This pane contains two tabs:

 

 

 

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

 

 

5. Project Requests

 

If you select a request which belongs to a Project, you will see a Project Tree appear in the bottom left-hand side of the Workspace screen.

 

 

 

This allows you to view all of the requests which are part of that project.

 

 

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See Also:

Dispatch

In Service

Queue

Project Template

Approval Rating