Request Conversations
Request Conversations includes email messages from technicians, approvers, and requesters, as well as notes added by technicians and system notifications.
Technicians can view discussions, reply to requesters or other technicians, and add notes related to the request in the Conversations Tab of the request.
To view request conversations, go to the Requests module and select the respective customer from the filter in the header. Click a request's subject to view its details, and click the Conversations tab in the request details page. Alternatively, you can view the request conversations by clicking 
on the request in the list view.
On the Conversations tab, use the checkboxes under Filter to display or hide emails, system notifications, and notes.
The following actions can be performed in the Conversations tab:
- Reply: Click
on the conversation to send a reply to the email sender.
- Reply All: Click
on the conversation to send a reply to Cc and Bcc recipients as well.
- Forward: Click
to send the request details as an email.
- Resend: Click
to send the notification again to the sender, cc, and bcc users. You can resend only technician/system notifications.
- Split as New Request: Click
to split the conversation into a new request. Only conversations sent by requesters can be split into a new request.
- Delete Conversation: Click
to delete requester/technician responses. Only technicians with Deleting Email Responses From Users permission can delete conversations.
- Add Notes: Click
to add a note to the request. To edit a note, click
, and to delete a note, click
. Notes added to the tab appear in yellow. Learn more about notes.
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