Overdue

Overview:

This section lists requests where a Due Date has been assigned and has reached or exceeded their Due Date.

1. Ribbon Toolbar:

Overdue View Tab

Overdue List Parameters:

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 options or filter the field criteria, etc.

Preview Pane:

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

Below: View the Overdue Detail below the Overdue List.

Right: View the Overdue Detail in a panel to the right-hand side of the Overdue List.

Grid Only: View only the Overdue 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 Overdue 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 an Overdue service request 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 will only be 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 Due Date Folder.

Dispatch: Move 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. 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 Quick 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 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 overdue 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. Overdue List:

This section displays all requests that are overdue or have yet to reach their Due Date.

4. Overdue Detail:

This section allows a user to view all of the information regarding the request that is highlighted in the Overdue 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 Overdue View tab.

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

See Also:

Due Date

HelpSTAR Messages

Alerts