Zentraler Informatikdienst

Accepting, editing, closing request

For:  employees

This guide will help you as a Servicedesk agent to accept, edit and close a customer request.

Accepting

Requesting feedback from requester

Click Comment or Rückmeldung ersuchen (Request feedback) in the header.

  1. A window will open.
  2. The Respond to Customer tab is automatically selected.
  3. Enter the comment in the text field.
  4. Click Add or Rückmeldung ersuchen (Request feedback).

Requesting feedback from team member

In a similar way, you can also send a request for feedback to a member of your team:

  1. After clicking on Comment or Rückmeldung ersuchen (Request Feedback), select the Internal Comment tab in the new window.
  2. Enter your comment in the text field and mention in it the team member you want to address by typing an @ sign and starting to write the name.
  3. The system will automatically suggest possible team members. Select the team member from the list and finalise the comment.
  4. Click Add or Rückmeldung ersuchen (Request feedback).

Closing request

Once the request has been completed, you can close it. To do this, click the status drop-down in the header:

  • Schließen (Close) to write a final comment for the requester or a team member
  • Sofort schließen (Close immediately) to close the request without a comment

To top