New support system information

Most of the features can be viewed and accessed from the Home page, shown below along with descriptions of the various fields.

Rearranging Dashlets: To rearrange the dashlets drag and drop the dashlets to the desired position. After rearranging, click the save button. To reset or to get back the default dashlet view, click the reset button.

Requests: Lists all of your requests. The number on top of the dashlet displays the total number of requests. To view a request, click the required request and to view all request, click View All.

Requests Awaiting My Approval & Inputs: Lists the most recent requests that are waiting inputs (needing info) and response from you.

Quick Calls: On click of an individual quick call, a pop-up is displayed and a request can be created and routed directly to the desired department.

Knowledge Base: The Knowledge Base dashlet lists the most recent knowledge base (articles, FAQs and Solutions). Click View All to view all knowledge base.

Survey: The Survey dashlet lists all the assigned surveys. To take a survey, click the required survey. By submitting the Survey, the count of the Survey will reduce and that particular survey will disappear from the list.

From the Requests tab, you will be able to view more in-depth information for your tickets, as shown below. To view details of any request, click the request to expand it. The following are the fields that are displayed after expanding.

Request: The request ID and request type icon.

Subject: Displays the subject of the request that was specified while creating the request.

Description: Description that was specified while creating the request. To view the complete description, click more.

Notes: Displays notes added for this request, you can add multiple notes for a request.

Action: Add Note is to respond to the ticket, Reopen allows you to reopen a resolved ticket for further assistance, and Close allows you to close the ticket if no longer needing assistance.

Technician: The name of the technician to whom this request is assigned.

Created On: The time stamp when the request was created.

Status: The current status of the request.

Open Date: The timestamp when the request was opened.

Closed Date: The timestamp when the request was closed.

Priority: The priority of the request. A request can have high, medium or low priority.

Requested By: Displays who created this request.

Item: The item number for which the request is related to, assigned by the technician.

Item Type: The Item Type on which the request is related to, assigned by the technician.

Item Category: Displays to which item category this request belongs, assigned by the technician.

Classification: Displays the to which class this request belongs.

Creating a New Request: In the customer portal, you can create a request in multiple ways.To create a request, you can perform any one of the following ways:

In the menu bar, click the pencil icon:
       

In the Home page, click the New Request tile:

After performing any one of the above actions, the Create New Request page is displayed, shown below.

From the Create New Request page, select either Incident for a general ticket for IT support or select one of the Quick Call Templates for specific departments. Once selected, enter your Preferred Contact Type, Subject and a thorough Request Description followed by Create.