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.

• 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

• 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

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

Insert

• 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

• 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

• 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 Service Folder.

• Dispatch: Moves this request to in Dispatch.

• Close: Close the request in view.

Schedule

• 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

• 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.

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.

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 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.  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

• 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.

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:

• 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.

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.

• Queue Folder: The request will wait in the designated Queue until accepted by a support rep.

• My Service: Moves the request to your workspace.

• 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:

• The request's Title.

• The request’s Category.

• Enter a Memo (guidelines) for the rep as to how to proceed about providing service where applicable.

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.

• To Support Rep: (Requires the Pass Direct Privilege) the request becomes In Service and can be updated by the designated support rep.

• To Myself: (Requires the Support Rep Privilege) the request becomes In Service with the dispatcher.

• Closed: (Requires the Support Rep Privilege) the request is designated as complete and is ready for Approval.

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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