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Requirements

On this page you can see requests in ALVAO Service Desk. It is the default page for members of service resolution teams.

Options:

  • Command Panel - The panel displays commands for working with requests, depending on the status and number of requests selected. These commands can also be found in the local menu under the right mouse button. 
    • New request - create a new request, usually based on a call from the requester.
    • answer the requester - send a message to the requestor of the request. To maintain a single conversation thread with the requester, the message is sent in response to the last message from or to the requester (i.e., the requester is one of the recipients of the message sent or received) within the selected request.
    • Note - write a new note in the log of the selected request. You can select other event types from the drop-down menu of this command:
      • Phone Call - record the contents of a phone call with a requester, supplier, colleague, etc.
      • Personal Meeting - minutes of a personal meeting
      • Other - minutes of other means of communication
    • resolve - resolve selected requests
    • Deadline - change the deadline to resolve selected requests
    • Approve or reject - approve or reject a request. This command is displayed only to the current approvers of the selected request.
    • Approve - initiate approval of the selected request. This command only appears in the approval states of the selected request.
    • Edit- edit the items of the selected request.
    • Transition to state - Transition the selected request to the next state in the resolution process. For other states that can be transitioned to, see the drop-down menu for this command.
    • Forward - forward the selected requests to a specific solver or to the entire solver group.
    • Accept to Solution - quickly accept selected requests for solution. The command has the same effect as selecting yourself in the Submit command.
    • return to operator - return selected requests to service operators
    • Move to another service - move selected requests to another service
    • new bound request - create a new request that will be bound to the selected request.
    • reopen - reopen the resolved request. This command will put the request into the system state Reopened.
    • Label- select the color label you want to use to mark the selected requests from the menu, see Requests - Label column.
    • ...
      • More
        • Forward a request - forward a detailed log of the selected request via email. The message is composed in plain text without formatting and all attachments from all log entries are included.
        • merge requests - merge selected duplicate requests into one
        • Delete - delete selected requests. Removed requests will go to the Removed state, they will not appear in the request list, but will still be stored in the database. You can view them in the list of requests by using the command in the view menu - View Options - Show Removed and, if necessary, cancel their removal again by using the Restore Removed command.
    Note:
    Additional commands defined by the system administrator can be displayed in the command bar, see custom-commands.
  • Requests list - shows all the requests you have the right to read.
  • Request Selected - when you select a request in the list, that request is displayed on the right side of the page.

 

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