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Viewing Other Callers Service Requests (SRs)
What's New?
The Admin can configure the user properties based on which you can now view, edit, filter, and delegate a Service Request raised by other users who belong to different Customers and/or Locations. You will be able to configure user properties where you can avail of the option for viewing and editing other users’ Service Requests. Earlier, the End Users could only view their own Service Requests and the Service Requests logged by other users who are mapped to the same Customer(s) to which the user was mapped.
Salient Features:
- Filtering to view Other Users’ Service Requests.
- Viewing and Editing Service Requests raised by other End Users.
- Delegating rights to View Other Users’ Service Requests.
Viewing Other Callers’ Service Requests (SR) Anchor View View
An Admin can configure the user access to view other users’ SRs by navigating to the User Configuration screen:
To view other caller’s SRs, perform the following steps:
- Navigate to Admin > Users > User list.
- In FILTERS, Select Domain, and search for user in Search User > Click SUBMIT. List of filtered users is displayed.
Figure: User List. - Click the specific User ID to be configured.
- Click ACCESS to view the access details.
- Scroll down to the Service Request section after the Incident Management section and select the Enable View Other Users’ Service Requests check box.
Figure: Enable View Other Users’ Service Request checkbox
Once the Enable View Other Users’ Service Requests is selected, the System will Display,
Fields | Description |
|---|---|
LIST | |
Customer | Select the customer(s) from the dropdown or Search for a customer by entering at least 2 characters in the search bar. Selected customers will be displayed as chips. Figure: Customer Selection
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Location | Click Location and type in at least 2 characters to search any location. System will display all locations which contain the entered series of characters. Selected locations will be displayed as chips. |
Allow Edit | If this check box is selected, users will be able to edit other Service Requests for the selected customer and location. |
Filtering to View Other Callers’ Service Requests Anchor Filter Filter
End User can Filter the Service Requests by using the Filter overlay window:
To filter SRs raised by other callers, perform the following steps:
- Navigate to Request > User > My Service Requests > Click the FILTER icon on the ACTIONS Panel.
Figure: Figure: FILTERS overlay Window. - Click View Other Users’ Service Requests checkbox. Based on the access the Admin has configured the user will see the options for selecting either Customers or Location or Customer & Location.
For Example, When Admin has only configured Customers the Pop-up will be displayed as shown below,
Figure: Admin has only configured Customers.
3. Click SUBMIT.
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Consider the following Service Requests exist in a system where, Logged in User = Shilpa, belonging to Customer Accentrix.
Once you click SUBMIT, Case 1: Without checking the View Other Users’ Service Requests checkbox.
Here, default filter condition will be applied, and the list would look like this:
Case 2: Submit after checking View Other users’ Service Request checkbox, but not selecting any Customer and Location. Note: In this scenario the Admin has given access to either location or customer or both. Records that were created by logged in user along with all the SR’s belong same customer as logged in User will be displayed
Case 3: Submit after checking View Other Users’ Service Request checkbox, and selecting Locations form the list user was granted access to.
Case 4: Submit after checking View Other Users’ Service Request checkbox, and selecting Customers form the list user was granted access to List will display, Users records + all the SR’s belonging to the same customer as logged in User + records of all Locations belonging to the from the selected Customers.
Case 5.1: Selecting only customers but not locations
Case 5.2: Selecting only Location but not Customer User selection Location = Mumbai
Case 5.3: Selecting Customer and Location User selection Customer = ABB; and Location = Mumbai List will display, Users records + all the SR’s belong same customer as logged in User + records of selected Location and customer.
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Viewing the Chat History on Service Request
End user can view the Chat History on the Service Request by clicking on the CHAT HISTORY option in the ACTIONS panel.
To view the Chat History for a Service Request, perform the following steps:
- Navigate to Request > User > My Service Requests > Select the SR ID.
- On the ACTIONS Panel, click CHAT HISTORY to open Chat History Window.
Figure: Chat History
Assign Delegate privileges to View Other Users’ Service Request Anchor Delegate Delegate
You now have an additional privilege to delegate your right to View Other Users’ Service Request to any other user. Upon Delegation, the user will only be able to view the delegated Service Request but not all the other Service Requests that you have access to.
Toassign Delegate privileges to view other user's SR, perform the following steps:
- Navigate to Request > User > My Service Requests > Select the SR ID
- Click DELEGATE.
Figure: USER DELEGATION options popover window. - Select a User in Delegate’s Username field > Select Fromand ToDates > Check the Activecheckbox > Check View Service Request checkbox > Click Submit.
Figure: User Delegation options window
This will assign Delegate privileges to view respective SR for other user.
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