Recording New Requests Manually
- In the Requests to be resolved window, go to the main menu and select Home – New request. You can also use New request in the menu of the Console icon in the Windows Taskbar.
- A window will open where you can enter all information about the request. The window title bar contains the process name of the selected service.
- Click OK to save the request.
- The new request will appear in the Request List.
If the request is closed immediately after it was created, no e-mail messages are sent to the user automatically.
Types of New Requests and Events
| Event type |
Description |
| e-mail |
An electronic mail message.
This entry cannot be created manually. Records of this type are created by loading the message from the service mailbox (over SD MailboxReader) or from Outlook (SD Console - Load messages from MS Outlook). |
| phone |
A remote, spoken interaction of two or more people (phone call, conference call, video meeting etc.). |
| personal meeting |
A spoken interaction of two or more people. The participants are personally present at the location. |
| letter |
A document delivered by traditional postal service. |
| voice message |
A voice message recorded over telephone. |
| written message |
A document delivered by internal postal service. |
| form |
A message sent manually over the ALVAO user interface. |
| note |
A general note recorded by a solver, operator, service manager or approver during the request solving process.
This record cannot be used to create requests. |
| process |
A record of an operation related to a request.
These records are generated automatically and cannot be created manually. |
| other |
General communication. No communication channel is specified (phone, e-mail etc.). |
| notifications |
A record of automatic notification of inactivity or approaching due date for resolution.
These records are generated automatically and cannot be created manually. |
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