1. Using Help Desk
  2. Update Summary Information

Update Summary Information

The Summary section lets you update basic details about the help desk request.

  1. In the help desk request, click into any field and begin editing..

  2. Modify any of these fields following the steps specified in the "Create a Help Desk Request" topic:

    • Subject

    • Status

    • Severity

    • Category

    • Product Group
    • Primary Point of Contact

    • Queue

    • Assigned To
    • Channel Type
    • Detailed Description

  3. To include this help desk request in the critical help desk request reporting metric, select the Critical check box. It doesn't affect the service request resolution.

  4. Click Save.