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Viewing Other Callers’ Service Requests (SR)

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
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

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.

Expand

title	Example

Consider the following Service Requests exist in a system where,

Logged in User = Shilpa, belonging to Customer Accentrix.

ID	Created By	Location	Customer
1	Shilpa	Hyderabad	Accentrix
2	Shilpa	Bangalore	Accentrix
3	Shefali	Delhi	Accentrix
4	Ranjith	Mumbai	Accentrix
5	Mike	Hyderabad	ABB
6	Stephanie	Bangalore	ABB
7	Chris	Delhi	ABB
8	Gene	Mumbai	ABB
9	Ram	Hyderabad	ACC
10	Kishore	Bangalore	ACC
11	Jenne	Delhi	ACC
12	Michael	Mumbai	ACC
13	Puja	Hyderabad	BCC
14	Manu	Bangalore	BCC
15	Shailja	Delhi	BCC
16	Chinthan	Mumbai	BCC

Once you click SUBMIT,

Case 1: Without checking the View Other Users’ Service Requests checkbox.

Department	All
Status	Open
Start Request Date	Blank
Log Time	Blank

Here, default filter condition will be applied, and the list would look like this:

List
ID	Created By	Customer	Location
1	Shilpa	Accentrix	Hyderabad
2	Shilpa	Accentrix	Bangalore

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

List
ID	Created By	Customer	Location
1	Shilpa	Accentrix	Hyderabad	Records logged in by user
2	Shilpa	Accentrix	Bangalore	Records logged in by user
3	Shefali	Accentrix	Delhi	Records created by other users form the same Customer
4	Ranjith	Accentrix	Mumbai	Records created by other users form the same Customer

Case 3: Submit after checking View Other Users’ Service Request checkbox, and selecting Locations form the list user was granted access to.

List
ID	Created By	Customer	Location
1	Shilpa	Accentrix	Hyderabad	Records logged in by user
2	Shilpa	Accentrix	Bangalore	Records logged in by user
3	Shefali	Accentrix	Delhi	Records created by other users fromthe same Customer
4	Ranjith	Accentrix	Mumbai	Records created by other users fromthe same Customer
5	Mike	ABB	Hyderabad	Records created by all other customers for the selected location (Hyderabad)
6	Ram	ACC	Hyderabad
7	Puja	BCC	Hyderabad

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.

List
ID	Created By	Customer	Location
1	Shilpa	Accentrix	Hyderabad	Records logged in by user
2	Shilpa	Accentrix	Bangalore	Records logged in by user
3	Shefali	Accentrix	Delhi	Records created by other users form the same Customer
4	Ranjith	Accentrix	Mumbai	Records created by other users form the same Customer
5	Mike	ABB	Hyderabad	Records created by all Selected customers (ABB) for All locations
6	Stephanie	ABB	Bangalore
7	Chris	ABB	Delhi
8	Gene	ABB	Mumbai

Case 5.1: Selecting only customers but not locations

User selection Customer = ABB and ACC

In this case List will display, Users records + all the SR’s belonging to the same customer as logged in User + records of selected Customers from the locations user has access to.

ID	Created By	Customer	Location
1	Shilpa	Accentrix	Hyderabad	Records by logged in user Shilpa
2	Shilpa	Accentrix	Bangalore	Records by logged in user Shilpa
3	Shefali	Accentrix	Delhi	Records created by other users from same Customer
4	Ranjith	Accentrix	Mumbai	Records Created by all selected customers (ABB) for all locations user has access to
5	Mike	ABB	Hyderabad
7	Chris	ABB	Delhi
8	Gene	ABB	Mumbai

Case 5.2: Selecting only Location but not Customer

User selection Location = Mumbai

List will display, Users records + all the SR’s belonging to the same customer as logged in User + records of selected Location from the Customers user has access to.

ID	Created By	Customer	Location
1	Shilpa	Accentrix	Hyderabad	Records by logged in user Shilpa
2	Shilpa	Accentrix	Bangalore	Records by logged in user Shilpa
3	Shefali	Accentrix	Delhi	Records created by other users from same Customer
4	Ranjith	Accentrix	Mumbai	Records created by other users from same Customer
8	Gene	ABB	Mumbai	Records by all customers user has access to for selected locations (Mumbai)
12	Michael	ACC	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.

ID	Created By	Customer	Location
1	Shilpa	Accentrix	Hyderabad	Records by logged in user Shilpa
2	Shilpa	Accentrix	Bangalore	Records by logged in user Shilpa
3	Shefali	Accentrix	Delhi	Records created by other users from same Customer
4	Ranjith	Accentrix	Mumbai	Records created by other users from same Customer
8	Gene	ABB	Mumbai	Records by selected Customers (ABB) and Selected locations (Mumbai)

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

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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