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Requests and Help Desk Features in Detail
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Search for Requests page:

 

 

 

Search Criteria section:

 

  • Include deactivated records in search results: when unchecked, only active records are included.  Check to include deactivated records.
  • Ticket #:  searches Request ID.
  • Request Type: used to limit search results to the selected Request Type. 
  • Requestor:  searches on both requestor (customer) contact name and company name.
  • Priority: search by Priority Type.  Multiple types can be selected and deselected by holding down the Ctrl key while clicking the type.
  • Status: search by Status Type.  Multiple types can be selected and deselected by holding down the Ctrl key while clicking the type.
  • Assigned To Group: search by assigned Security Group.  Allows one group to be selected.  List box lists all Security Groups.
  • Assigned To Individual: search by assigned Individual.  Allows one contact to be selected.  List box lists all Contacts with Contact Type set to “Employee”.
  • Date Created Range: enter a starting and ending date to search for a range of dates for the Created Date field.
  • Created By: search by the person who created the request record.  Enter the first and last name.
  • Date Modified Range used to search by date last modified range.  Works the same as Created Date Range.
  • Modified By: search by the person who last modified the request record.  Enter the first and last name.
  • Field: allows you to select a specific form field to search on if you have selected a Request Type.  You must first select a Request Type to have this list box list field names.  If Request Type is set to “All”, nothing will be listed.
  • For:  allows you to search for a word or phrase in the request form.  It searches the form field selected for Field.  If set to “All” it will search all form fields. 
  • Date Closed: you may enter a starting and ending dates to search for a range of Closed Dates.
  • Items Per Page – used to control how many matches are listed at a time.  Defaults to 10.  If the number of matches is greater than the specified Items Per Page, PORTALPRODIGY provides navigation options for the additional pages of matches This feature minimizes network traffic.
  •  : the Search button submits the entered search criteria and displays the matches.

 Options section:

 

Opens the Request Management page to create a new Request.

Clears the search criteria.

Prints the website page to the user’s local printer.

Closes the page and returns to the Site Administration Menu.

 

 

Found Requests section:

 

 

  • Click on the Ticket # to open the Request

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