Request collaboration helps technicians who are simultaneously working on a request to track all request-related activities. Float notifications inform technicians of each others' activities, ensuring effective and efficient support.
When two or three technicians open the same request, a collaboration icon along with a red bubble displaying the number of technicians working on the request is displayed. The glow in the red bubble disappears in 5 seconds.
If there are unread notifications and when the technician opens the reply/forward editor, the bubble starts glowing. This is to remind the technician to check unread notifications before replying/forwarding a request. The bubble keeps glowing as long as there are unread activities and if the reply/forward editor is open.
On clicking the collaboration icon, the collaboration activity panel is displayed, as shown below.
The upper half of the panel displays technician details, while the lower half displays the activity details.
Technician Details Section
This section follows a color-coding scheme to list the active (blue), idle (orange), and left (gray) technicians. A tooltip displayed over the technician who has left shows the time when the technician left.
Activity Details Section
Recent messages are bold and highlighted in yellow and listed on top of the list. Already read messages are displayed in the normal font with a pale grey streak.
Activities Tracked in Request Collaboration
Request actions that are tracked in request collaboration are listed below.
Updating request fields(incl. UDF fields).
Adding, updating and deleting a note.
Adding and deleting attachment(s).
When saving/discarding a draft and sending a draft for approval .
When request status changes to close, reopen, resolved, completed, and on hold.
To assign, reassign, and pick up a ticket.
Submitting a request for approval, approve/reject actions.
Collaboration activity is received only when the request approval status is updated.
Linking child request to a request and linking a request to parent request.
Merging child request to a request and merging a request to parent request.
When the 'split request ' operation is performed.
When the request timer starts and stops.
When deleting/restoring a request from trash and deleting permanently.
Conversion to Service Request.
Adding/updating/closing/deleting a task.
When FCR is marked/unmarked.
Updating resource details.
Other Collaboration Activities
When a request is updated through API, the changes will be received as a collaboration activity.
Changes such as replying to the request and adding a note by the requester will be sent as a collaboration activity.
If the requester has permission to edit any fields, the action performed on the request will be tracked and displayed to other technicians.
When a request is updated by the system through an SLA escalation or Auto-close function, collaboration notification will display system has performed the activity.
Technicians working on the same request from different domains will not be considered as a collaboration activity.
Pop-up cards are shown on the right side of the request details page during key request-related activities such as reply, forward, started replying, started forwarding, adding a note, technician entered, technician left, and change request template.
The pop-up card will disappear in 5 seconds. Information on any key activities of a request can also be seen by clicking on the collaboration icon.