Support Help

Change Priority

Priority associated to the request defines the importance that is to be given to the request. Change the priority of the Request from High or Medium or low from the Priority menu on opening a request.

  1. Click Requests tab.
  2. Open a Request from the Request Home page.
  3. Look for the Priority option on the right hand panel.
  4. Change the priority of the request as High or Medium or Low.

Note

  • You can change the values for the Priority Menu. Goto Setup > Request Settings > Fields List > Click Edit next to Priority and provide new values. Refer Edit Pick List Values for more help.

Change Status

Request status indicates the level of progress of a request by the technician. To determine the status of a request and for easy management, various request status is created under which the requests are grouped. Based on the status of a request, various actions can be performed such as resolving and closing the request.

To change the status of a request, do the following:

  1. Click Requests tab.
  2. Open a request from the Request Home page.
  3. Look for the Status option on the right hand panel.
  4. Change the status to either Open, On Hold, Escalated or Closed.

Note

  • You can change the values for the Status menu by going to Setup > Customization > Fields. Click Edit next to Status and provide new values. Refer Edit Pick List Values for more help.

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