Resolve – Request

The window serves to resolving the selected requests.

Options:

• Knowledge base – select an article from the Knowledge base you want to insert into a message for requester eventually.
• Message for requester – enter a message which will be sent in the notification for requester eventually.
• 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 resolve 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.
• Resolve retrospectively to – enter the date and time of the request retrospective resolution if it has occurred in the past. The section is displayed if on the service process in the Resolved status the positive deadline for retrospective resolution has been entered.
  Warning:

  The request can be resolved first after the date of request submission and the deadline for retrospective resolution must not be exceeded at the same time.
• Do not send notification to requester – enable if you want not inform the requester about the request moving.

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