Chief/co-worker

From Wikipedia

Every co-worker can view the requests at the list view of the help desk, which are assigned to his group or himself. ( All requests are shown to a user with chief status)

By default only request with the status 'in work' will be listed, but this can be changed, like in all other modules with the filter at the navigation bar.

The assignment the a co-worker can be done by hand from an user (or the chief, also by hand, please refer the configuration) or automatically, if the administrator had created categories for the help desk and had made the assignments of these categories to single users or groups.

Tip: You can assign a request to another request(-number) not just to another co-worker or another group, which means to "move“ the request.

With the selection "Access“ you can assign the request as 'internal' or 'public'. Any public requests, which are already resolved are accessible for the customers at the knowledge database.

Attention: Customer can only view requests at the RTS-module, if their status is 'open' or 'in work'.

The priority can be changed at any time. The field remarks is only for the co-workers. The customers can not view this information at the knowledge database. This field is well to use as internal communication about this request.

Any request can be closed (from the co-worker who worked on it) as follows:

• "answer" -The customer receives the answer of the support co-worker.
• "stop" – Any work on this request will be stopped. (Attention: The customer receives no email about that. This has to be done by hand, but this feature is already on the to-do list :-), to have this emailed automatically.)
• "move" – The request will be assigned/moved to an other request. With this in new request aim the field remarks will be updated automatically wtih:
  

- No. <request number of the moved request>
- <the comments text of the moved request>