User Request History

Overview:

This function allows you to retrieve a history of all requests logged by a selected user.  From the user history you can view recent requests, reopen requests or check if a request has been logged for a particular user to avoid logging a duplicate request.

1. Define Criteria:

Define search criteria to obtain a listing of users which you wish to find.  Search by Name, Company, Organizational Unit, Telephone, etc.

2. User Listing

This section displays search results for the user being searched for.  Each user listed will display the name, telephone (if entered), extension (if entered) and fax number (if entered).

Viewing User Request History From a Request

 When invoked while opening or updating a request, the request history is retrieved for the user associated with the active request.

When invoked from the HelpSTAR home page, you can click the "Request" command in the ”History” group and select "User Request History" from a popup menu to display the "Find a Requester" window.

All requesters will be listed (unless there are more than 40 in your database, in which case you can perform a search).

Double-click on a specific user and you will be prompted for a date range. You have the option to view the requests for ’All Dates’ or for a specific date range (ie.’This Month’, ’This Week’, etc.) to narrow your search.

Select a date range or leave it at the default to view all requests logged by the user. Click "OK" and a list of requests associated with the user will be displayed.

You can double-click on the requests to view and update the request's details.

This window contains 4 different areas.

1. The Ribbon Toolbar

The ribbon toolbar will present several tabs with varying options to address requests in the User Request History window.

Request History View Tab

Preview Pane

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

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

• Grid Only: View only the Request History 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 Setting

• Set Current View as Default: Make a customized view the default view for the Requester Request History 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 that is 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: 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 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 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.  See Knowledge Management for more information.

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

Project Tab

• New Child Request: Add a child request to the selected request in view.

• Add Folder: Add a folder to organize a group of requests.

• 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 this request is a part of.

3. Request History List

This section allows you to view all requests created by a specific user.

4. Request History Details

This section will allow you to view detailed information regarding the request selected in the Request History 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 Request History View tab.

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

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See Also:

User Contact History

Company Request History

Organizational Unit Request History