Reopen for further resolution

The window allows to reopen the selected requests for further resolution.

Options:

• Knowledge base – select an article from the Knowledge base which will be inserted into a message for requester eventually.
• Message for requester – enter a message which will be sent to the requester in notification about the request reopening.
• Attachment – attachments can be attached or deleted via context menu of a table where the list of already attached attachments is shown.
• Work (h:m) – enter the time you spent working on the request. The form is hours:minutes.
  Tip:

  An arrow on the right side of this field automatically fills in the time passed from the last reporting.
• Time traveled (h:m) – enter the time you spent on the road (in the form hours:minutes).
• Distance (km) – enter the number of kilometers you moved to reopen the request eventually.
• Exclude from invoice – enable if you do not want the requester to see the time reported in the log.
  Note:

  In this case solver, operator or manager see the reported time as stricken through.
• Do not send notification to requester – enable if you want not inform the requester about the request reopening.

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