Request Collaboration Icon

Request Collaboration Icon

When two or more technicians open the same request, a collaboration icon will appear in the request details page.This icon records all activities performed by the technicians in the request.
 
This icon is displayed with a red or blue bubble showing the number of technicians who currently have this request open.
 
The glowing red bubble indicated that there was unread activity in the request. Once the activity is viewed, the bubble will turn blue .
 
Click the request collaboration icon to view the activities recorded in the request. Learn more about the  activities tracked in the request collaboration pop-up .
 

 

Activities Tracked in the Request Collaboration Pop-up 

The following activities are recorded in the request collaboration pop-up:
  1. Updating system and UDF fields
  2. Adding, updating, and deleting notes
  3. Adding and deleting attachments
  4. Replying to the request
  5. Saving, discarding, and sending a draft for approval
  6. Changing request status to Resolved, Closed, and On Hold
  7. Assigning, reassigning, and picking up a request
  8. Submitting a request for approval
  9. Approve/reject actions in the request
  10. Linking requests
  11. Merging and splitting requests
  12. Starting/stopping request timer
  13. Deleting or restoring a request from the trash
  14. Deleting requests permanently
  15. Converting incidents to service requests and vice versa
  16. Adding, updating, closing, or deleting tasks
  17. Marking/unmarking FCR
  18. Updating resource details
  19. Updating request through API.
  20. Updating request through SLA escalation or Auto-close function.
Info
 Technicians working on the same request from different domains will not be considered as a collaboration activity.