View Other Callers Service Requests

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:  

  1. Navigate to Admin > Users > User list.
  2. In FILTERS, Select Domain, and search for user in Search User > Click SUBMIT.  List of filtered users is displayed. 


    Figure: User List.

  3. Click the specific User ID to be configured.
  4. Click ACCESS to view the access details.
  5. 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: 

  1. Navigate to Request > User > My Service Requests > Click the FILTER icon on the ACTIONS Panel.


    Figure: Figure: FILTERS overlay Window.

  2. 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.


 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 

3 

Shefali 

Accentrix 

Delhi 

Records created by other users form the same Customer 

4 

Ranjith 

Accentrix 

Mumbai 

 

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 

3 

Shefali 

Accentrix 

Delhi 

Records created by other users from the same Customer 

4 

Ranjith 

Accentrix 

Mumbai 

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 

3 

Shefali 

Accentrix 

Delhi 

Records created by other users form the same Customer 

4 

Ranjith 

Accentrix 

Mumbai 

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 

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 

3 

Shefali 

Accentrix 

Delhi 

Records created by other users from same Customer 

4 

Ranjith 

Accentrix 

Mumbai 

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 

3 

Shefali 

Accentrix 

Delhi 

Records created by other users from same Customer 

4 

Ranjith 

Accentrix 

Mumbai 

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: 

  1. Navigate to Request > User > My Service Requests > Select the SR ID.  
  2. 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.  

To assign Delegate privileges to view other user's SR, perform the following steps 

  1. Navigate to Request > User > My Service Requests > Select the SR ID 
  2. Click DELEGATE.


    Figure: USER DELEGATION options popover window.

  3. Select a User in Delegate’s Username field > Select From and To Dates > Check the Active checkbox > Check View Service Request checkbox > Click Submit.


     Figure: User Delegation options window

    This will assign Delegate privileges to view respective SR for other user.