In addition to submitting Requests, Customer Edit users
also have limited permission to update their own Requests through the
Customer Self-service interface. These users can update the description
of Requests they submitted, update fields designated by the administrator,
and close their own Requests, as well as update their own contact information.
Note
The Customer Edit license must be enabled for this user option
to be available.
If you have the Customer Edit license type, when an Agent
responds to your Request with comments or questions, you can respond through
the FootPrints interface.
To edit a Request:
Click the View
My Requests button on the
homepage, or click View
Mine under the Requests heading on the FootPrints Toolbar.
The main
frame displays a list of your current Requests.
Click the number
of the Request to see the details.
Read the Agent’s
latest comments in the Description
field.
To respond, click
the Edit button.
On the Edit
page, edit fields as needed.
Enter your response
in the Append
a New Description field.
Click GO.
The Request is updated
and email updates are sent to the Agent and the customer.
You can continue
to update the Request each time the Agent responds.
To close the Request,
click the CLOSE button on the Details
page of the Request. Fill in your reasons for closing the Request
in the Description
field, then click Save. The Request is
closed and email updates are sent out.