Home

The Home menu contains the functions the most frequently used when working with requests.

Options:

• Message – creating a message for the selected request.
  • Send message – creating a new e-mail message.
  • Reply – sending a reply for the incoming e-mail in the request.
  • Reply to all – sending a reply to all contacts in the incoming e-mail in the request.
  • Forward – forwarding the e-mail to a next person.
  Note:

  You can use the Reply or Forward without a need to select the specific message: the latest message in the request log will be used.
• New
  • New request – creating a new request.
  • New note – creating a new note for the request selected.
  • New event – creating a new event in the request selected.
• Request
  • Assign to me – become a solver of the selected requests.
  • Assign to solver – assigning the selected requests to another solver.
  • Resolve – resolving the selected requests.
  • Due date – change of the resolution due date for the selected requests.
  • Approving
    • Approve – approving the request.
    • Reject – rejecting the request.
    • Have approved – starting the request approval.
    • Cancel approval process – canceling the request approval.
    Note:
    
    Approve and Reject are available only for the request approvers.
    Have approved is available only for the service request having an approving not yet in progress defined on any of the statuses.
    Cancel approval process is available only if there is any approving in progress. Please refer to Request Approving.
  • Move to another service – moving the selected requests to another service.
  • Schedule – scheduling the request resolution to specific day and hour in Microsoft Outlook.
  • Load messages from MS Outlook – loading messages from MS Outlook
• Attendance
  • Start work – switching the logged user's attendance on.
  • Finish work – switching the logged user's attendance off.
• Restore
  • Refresh – refreshing requests in the current view.
• Find
  • Find – searching the text entered in the currently viewed list of requests.
  • Search in requests – searching in all requests by the entered text or request number.

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