All requests, regardless of how they were created, are available at Requests → Requests. You can search, filter, configure diagrams, and perform other actions on the records.
Double-clicking, clicking on the request name, clicking the context menu and selecting the desired action in the request row, or using the right-hand panel will open a window with a form similar to the one used when creating a request. The options displayed depend on the type of access and the permission level assigned to the user. We cover the topic of visibility and permissions for accessing requests in detail in the documentation section Permissions and Access to Requests.
If you leave the system in its default state, from the operator or assignee role, you can perform the following operations on an existing request:
- editing a request (changing the status, assignee, requester, deadlines, …)
- discussion with the customer and internal discussion
- communication via ext-mail
- adding quotes to a request
- adding and recording purchase orders for a request
- adding tasks to a request
- adding work purchase orders to a request
- adding billing and internal fulfilment of a request
- adding links to other requests
- recording planned work
- account for a request
- managing notifications for a request
- trackingtrack request history
The Assignee and Status of the request fields in the Basic Information section are of fundamental importance for working with a request, as they affect the fulfillment of the deadlines defined in the SLA. A more detailed description of individual actions can be found in separate sections of the manual, where you will learn detailed information about basic actions as well as specific actions you can perform on a request.