How do I resolve a request?

Here's how you can resolve a help desk request.

You can use rich-text to create SmartText entries in request message fields by enabling HTML. Other fields, such as Problem Description and Solution Description only support plain text.

1. Open the Help Desk Request Overview page for the service request you want to resolve.

2. In the Action Bar, enter Resolve.

   You can also enter synonyms such as Close or Complete.

3. Select Resolve Service Request from the list of suggested actions.

   The Resolve Service Request panel is displayed.

   Note:

   The values in the drop-down lists in the Resolve Service Request panel are configured by your administrator. The following steps are an example of the resolve flow based on the ready-to-use data provided in the application. You need to select the appropriate values for the service request.

4. From the Status drop-down list, select Resolved.

5. Select an Outcome.

6. Select a Resolution.

7. In the Solution Description field, enter the details explaining about the solution of the problem.

   You can insert SmartText by typing # to display a list of plain SmartText entries, and type-ahead to progressively search and filter this list.

8. Click Resolve.