Requests
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 ...
View Requester Details
To view a requester's details, Go to the Requests module and click the subject of a request to open it. Ensure you have selected the respective customer from the drop-down in the header. In the request details page, go to the REQUESTER DETAILS ...
Request Details Page
The request details page provides all the specifics of a request, helping requesters and technicians easily find information about the request. To open the request details page, go to the Requests module and click the subject of a request. Request ...
Raise an Incident/Service Request
A request is anything that is raised by an employee in the organization to the support or IT team, and in this case, the Manage Service Provider (MSP). A request is typically raised in order to solve an issue, require assistance, or request ...
Color Coding Requests
Color-code requests to easily identify and track them based on their Status, Priority, or Category. Each technician can personalize the row colors according to their preferences. Color coding is not applicable in the Kanban View. Role Required: ...
Search Requests
In the Requests module, you can search through various fields, attachment names, merged request IDs, descriptions, conversations (excluding automated responses), and notes. This includes all Active, Trashed, and Archived requests. Search results can ...
Request Filters
Request filters allow you to view requests based on certain conditions. You can view incident or service requests, or both, and apply various custom and predefined filters to them. Role Required: Technicians with View Request permission To view ...
Introduction to Requests
A request is any incident reported by the user or a service requested to the managed service provider (MSP). A request is typically submitted through an email, a web form in the Requester Portal, or logged by the customer support team on behalf of ...