Tap Requester 
on the top-left of the screen to view technician details.
Tap Technician 
to assign a technician. If a technician is already assigned, tap the icon to view the technician info, and tap Change Technician to change the technician.
You can add notes or attachments, reply to the requester, and forward or edit the request from the request details screen. To access request details, tap your preferred request.
On the request details screen,
Tap Requester on the top-left of the screen to view technician details.
Tap Technician to assign a technician. If a technician is already assigned, tap the icon to view the technician info, and tap Change Technician to change the technician.
View/upload attachments to requests by tapping Attachments 
. The attachment icon displays the attachment count. To add attachments, go to Attachments 
, tap Add Attachments 
, and choose your preferred upload type viz. Camera, Photos, or Documents.
To forward a request via email,
On the request details screen, tap 
.
Provide recipient email addresses.
Add attachments (if required): Tap Add Attachment
, choose an upload option, and select your file.
Finally, tap Send.
Record the time you spent on a request using the work log timer.
To start work log timer,
Tap Timer 
on the top-right of the request details screen.
Add comments and tap 
.
The timer strip is added to the top of the request details screen.
After starting the work log timer, you can view the active work log timers added by various technicians by clicking the Work Log Timer 
on the top of the screen.
To add the work log, tap Add Timer to Work Log 
on the timer strip.
To stop the work log timer,
Tap Stop Timer 
on the work log timer strip.
Choose an action: Stop or Add My Work Log or Cancel.
Tap 
.
Add notes and tap 
.
Select the required options: Show to requester, Mail to technician, and/or consider this notes addition as first response.
Finally, tap
.
Tap 
.
Add a reply message.
Upload attachments (optional): Tap Add Attachments 
and choose your preferred upload type viz.Camera, Photos, or Documents.
Finally, tap Send.
Tap Edit 
on the top-right of the screen.
Make necessary changes to the request.
Finally, tap 
.
Tap 
to view all the details of the request.
To edit request properties,
Tap Edit 
on the top of the screen.
Make necessary changes and tap 
.
Displays all request notifications, replies, conversations, and notes.
To access request conversations, tap Conversations on the request details screen.
To filter conversations based on auto notifications, notes, or email, use the appropriate checkboxes.
Reply to a conversation: Open a conversation, tap Reply 
, provide necessary details, and tap Send.
Edit Note: Tap your preferred note card, choose Edit
, make necessary changes, and tap
.
Delete Note: Tap your preferred note card and tap Delete
.
You can use the More option in the bottom of the screen to access properties, history, resolution, work logs, tasks, approvals, checklists, and tags specific to a request from the request details screen.
To view the properties of a request, tap More > Properties. Edit the properties by tapping the Edit icon on the top of the screen.
History records all the actions performed on the request. To view the request history, go to More > History.
While resolving a request, you can add a new resolution or add an existing solution as the resolution.
To add a resolution,
Tap More > Resolution.
On the Resolution tab, tap Add 
, enter the resolution, and tap
.
To add an existing solution as the resolution,
1. Go to the Solutions tab.
2. Type the keywords in the Search field and select the solution.
3. Tap Mark as Resolution and finally tap
.
You can view, add, edit, or delete request-related work logs under Work Logs of each request.
To view the list of all work logs added to the request, go to More > Work Logs. You can also view the total time and cost accrued from all work logs in the request.
To add new work logs, tap Add Work Log 
, provide necessary details in the Add Work Log form, and tap 
.
Tap Search 
on the top of the screen to search a work log based on description, owner, and work log type.
To edit a work log, go to your preferred work log, tap Edit 
, make necessary changes, and tap 
.
To delete a work log, go to your preferred work log, tap Delete 
, and confirm your action.
To manage all request tasks, tap More > Tasks. Here, you can view, add, edit, and delete tasks. You can also add work logs to tasks.
Create a Request Task
Tap Add Task 
.
Fill in the task details in the Add Task form.
Finally, tap 
Manage Request Tasks
You can view task details and perform various actions on tasks from the task details page. To access it, tap your preferred task card.
Attachments in Request Tasks
You can also view/upload attachments to tasks by tapping Attachments 
. The attachment icon displays the attachment count. To add attachments to any task, go to Attachments, tap Add Attachments 
, and choose your preferred upload type viz. Camera, Photos, or Documents.
Edit Request Tasks
Go to the task details page.
Tap Edit 
.
Make necessary changes to the task.
Finally, tap 
.
Close/Delete Request Tasks
Tap the Elipsis 
icon on the top of the task details page and select Close or Delete.
To close or delete tasks from the task list view,
Select your preferred tasks using the tap-and-hold action.
Tap Close 
or Delete 
.
Request Tasks Comments
To view task comments, tap Comments 
on the bottom of the screen.
To add task comments, go to Comments 
, tap Add comment 
, enter relevant comments, and tap 
.
To edit a comment, tap Edit
, make necessary changes, and tap .
To delete a comment, tap Delete 
, and confirm your action.
Request Tasks Work Logs
You can view, add, edit, or delete task-related work logs under Work logs of each task. To access it, go to the task details page, and tap Work Logs 
. You can view the list of all work logs added to the task, total time, and the total cost accrued from all work logs in the task.
To add new work logs, tap Add Work Log 
, provide necessary details in the Add Work Log form, and tap 
.
To edit work logs, open your preferred work log, tap Edit 
, make necessary changes and tap 
.
To delete a work log, open your preferred work log, tap Delete
, and confirm your action.
To search a work log, tap Search 
on the top of the screen. Work logs can be searched based on description, owner, and work log type.
Request Tasks History
History records all the actions performed on the tasks.
To submit a request for approval,
Go to More > Approval.
Tap Add Approval 
.
Provide the email addresses of the approvers.
Finally, tap Send.
Approval delegation allows you to assign a user on your behalf to approve a request. After delegating the request, you cannot approve/reject it. However, you can revert the delegation and take action if the approval is pending.
To delegate approvals,
Tap More > Approvals > Stage 1.
Go to the My Pending tab.
Swipe the required approval card to the left and choose Delegate or Take Action.
You can revoke the delegation if the approval is pending. To revoke the delegation, swipe the approval card to the left and tap Revoke or tap on the delegated approval card and choose Revoke.
Checklists allow you to add to-do lists for technicians who are working on or are assigned a request. Currently, you can associate checklists from the request details screen.
Associate Checklist to Requests
On the request details screen, tap More > Checklists.
Tap the 
icon on the top-right of the screen.
Select the checklists you want to associate.
Finally, tap 
.
On the checklist details screen, technicians with Edit Request Checklist permissions can perform the following actions:
Enter the value in checklist items to complete the checklist.
Exclude irrelevant checklist items by tapping 
. The excluded item will be grayed out.
Include excluded checklist items by tapping 
.
After updating the checklist item, you can check the progress of the checklist.
Dissociate Checklists from Request
Go to Checklists.
Long press and select the checklists you want to dissociate.
Tap Delete 
on the top-right of the screen.
Alternatively, swipe the checklist card to the left and tap Delete.
Add tags to index requests based on keywords. Tags help you find requests based on topics.
Add Request Tags
Tap More > Tags.
Tap Add Tags 
on the top of the screen.
Provide a tag name and click Create New Tag.
Attach/Detach Request Tags
Request tags created for a request can be reused for other requests too.
Go to the request details screen.
Tap More > Tags.
To attach an existing request tag, type a keyword in the text box and select the required tag from the list.
To detach a request tag, tap the cross symbol against the tag and confirm your action.
Attach Tags
Detach Tags
When you tap on a tag, all requests associated with the tag will be listed.