A request is an Issue that is submitted by
a customer, either through the FootPrints interface (using the Customer
Self-service interface) or via email.
There are three options for
handling new Requests:
The Requests go into
the Request “bin”. From there, an Agent or Administrator may assign
new Requests to one or more Agents to work on them. The assigned Requests
appear in each assigned Agent's assignments
list on the Homepage.
Agents can “take”
Requests from the Request bin and assign themselves to the Requests.
New Requests can
automatically be converted into Open
Issues and assigned to internal users based on the value in a drop-down
field. This feature must be configured by the Workspace Administrator.
Refer to the section on Auto Assignment in the Administrator's Guide
for more information.
Customers can follow progress on Requests that they have
submitted as they are worked. In addition, FootPrints can
automatically send email to the customer who submitted the Request when
changes are made to the Request.
Contact your FootPrints Administrator
for more information on how your organization handles Requests.