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:

In Dispatch: Users with the Dispatch privilege are assigned to the "In Dispatch" folder which lists both service requests and purchase requests. When a request is submitted by a user, it automatically goes to Dispatch. This folder will allow you to view all requests that are in Dispatch, so that you can assign them to specific queues to be worked on by reps.

In Service: If you are a support rep, this section will display a listing of all requests in your In Service folder which you are currently working on.

In Queue: If you are a support rep, this section will display a listing of all requests residing in the Queues to which you are assigned.

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:

Below: View Workspace Detail below the Workspace List.

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

Grid Only: View only the Workspace List.

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 Workspace 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 your workspace 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 service.

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 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.

Communications

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. For more information please see the Knowledge Management Tab.

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

Project Tab

This tab will appear if the highlighted 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.

Queue Folder Tab

New: Create a new Queue Folder.

Properties: View Queue folder properties including name, queue type and support reps currently assigned to this queue.

Queue Assignment: View or modify support reps assigned to this queue. Note this option will only be available to users with the Administer privilege.

Find: Search for a specific queue folder.

Rename: Rename the selected queue folder.

De-Activate: Remove a queue from the active list of queues.

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:

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 Workspace View tab.

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.

See Also: