How You Use the Actions Menu

Use the Actions menu on the Edit Service Request screen to take action on the SR. Let's look at some example of actions available in the Actions menu.

What would you like to do?	How to do it
Enter simple and consistent resolution information about the SR.	Select Resolve . This displays the Resolve Service Request dialog box.
Assign the SR to you.	Select Assign to Me.
Create a new SR with the same details as the current SR.	Select Copy. You can also use this feature for custom fields; you don't need to re-enter the field values if the fields were populated on the source record prior to invoking the copy action. To do this, you must configure the Copy Service Request action to include custom fields on the service request (SR) object. To know more about this, read the topic, Create a Copy Map in the Implementation Guide.
Delete the SR.	Select Delete.
Forward the SR to another user in the application.	Select Forward.
Create an internal note on the SR in the Messages tab.	Select Internal Note.
Create a response message in the Messages tab.	Select Response.
Copy the link to the SR. You can paste this link in your messages or use it to access the SR directly on the browser.	Select Get Link.
Assign the SR to a queue immediately.	Select Run Queue Assignment.
Update and refresh the SR milestones.	Select Update Service Request Milestones.
Launch a Cobrowse session with the customer. The Cobrowse feature enables you to see the customer's screen and what they're working on. This feature is available only if it's configured by your administrator.	Select Launch Cobrowse.
Add plans to the SR.	Select Add Plans.
Add individual actions to the SR.	Select Add Actions.
Follow the SR and receive all notifications for that SR. Notification followers receive notifications for all supported channels, when any notification event is triggered for the SRs they follow. This feature is available only if it's configured by your administrator. At least one notification trigger must be enabled for follower as a type of recipient for an SR notification.	Select Follow.
Un-follow the SR record if you don't want to receive notifications for that SR.	Select Unfollow.