EZ Service Desk provides the following common operations for all request types.

  • Search
  • Tag
  • Email
  • Email notifications
  • Link
  • Attachments
  • Comments
  • History Log
  • Follow requests
  • Print requests
  • Claim requests
  • Assign requests

SEARCH

QUICK SEARCH:

Search on Tag or Request Number is available on every page at the banner.

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Search results will list matching requests where you can view the request details.

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REQUESTS by TAGS:

You can view requests categorized by tags. Top tags are displayed on the home page as well as the search result screen.

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ADVANCED SEARCH:

You can search by key word, user information and request details on the Advanced Search.

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SEARCH OPEN REQUESTS by TYPE:

You can navigate to Requests by Type, select the type and the view action.

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 TAG

You can tag requests on the request detail screen. After you type in the tag, please Enter to add it.

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Top tags are listed on the home page and on the search results.

 

EMAIL

You can email the link to the ticket and your note to any email address up to five.

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The email will have the request type, request #, description, the link to the request and the sender’s name by default. Your message will show in the body of the email.

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EMAIL NOTIFICATIONS

Users and User groups receive email notifications when a  new request is routed to them, closed or submitted one. Please see Submitting and Working on Requests User Guide for Email Notification rules.

User account and organization account activations and password changes are processed with activation codes sent in emails. Please see Getting Started User Guide.

 

LINK

You can link a request to other requests on the Request Detail screen by selecting Links.

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When you click on Link to another request, Advanced Search screen will be launch where you can search for the request to link.

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After you enter search criteria and hit Search, the search results will be displayed where you can select the request to link or search again.

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You can select multiple requests at once to link or repeat this process.

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For each request linked who linked and when will be available in the links tab along with the hyper link of the linked request.

You can unlink linked requests by clicking on Unlink icon.

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ATTACHMENTS

You can attach documents to requests on the Request Detail page.

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After you add files, you can view or delete them. The audit records will be displayed along with the attachments.

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Files are stored in secure storage.

 

COMMENTS

You can add comments to requests on the Request Detail screen.

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Audit records will be available along with comments.

 

HISTORY LOG

Updates on requests are captured on History Logs where you can find the information on the user, action type, date and time and updates.

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SOLUTIONS

You can link solutions to the request on the Solutions screen by clicking on Link.

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Link action will bring the advanced solution search. You can search for solutions and select them to link.

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You can unlink linked solutions by clicking on Unlink icon.

FOLLOW

You can select Follow a request on the Request Detail screen.

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Requests that you follow will be listed on Following view.

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If you would like to stop following the request, you just need to click on Stop Following icon on the Request Detail screen.

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PRINT A REQUEST

You can print the request details in a printer friendly format. Please click on Print, and send it to a printer.

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Here is the printer friendly format.

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CLAIM A REQUEST

You can claim a request that is routed to your groups by clicking on Claim.

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When the request is routed to you, you will be the current owner. The owner changes can be kept track in the History Log.

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If you will not work on the request, you can route it to another user or group; or send it back to the original group.

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When the owner of a request changes, an email notification is sent to the user who submitted the request and to the new owner. For email notification details per request type please see Submitting and Working on Requests user guidelines.

 

ROUTE BACK TO GROUP

You can route a request back to the group on the Requests Routed to Me view.

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When the request is routed back to the group, the owner will change to the user group. The actions will be kept track in the History Log.

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ASSIGN TO ME

Managers can assign requests that are already routed to someone else, to themselves. If you are in Manager user group, you will see Assign To Me icon for requests that are already assigned to someone else.

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This function is available in the Requests by Type, Requests I follow, Overdue Requests and Requests I created views.

Managers can use this function to take requests from current owners and assign them to different users.

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