. The icon always appears with a badge showing the number of attachments. To add attachments, go to Attachments
, tap Add attachments
, and choose your preferred upload type viz. File, Image, or Camera.
Under Request Details, you can perform various actions on requests such as adding notes, replying to the requester, forwarding the request, editing request, etc. To access it, tap your preferred request.
You can also view/upload attachments to requests by tapping Attachments. The icon always appears with a badge showing the number of attachments. To add attachments, go to Attachments, tap Add attachments, and choose your preferred upload type viz. File, Image, or Camera.
To view attachments, tap Download
.
To remove attachments, tap Remove 
.
To forward a request via email,
Tap More options 
.
Choose Forward.
Provide recipient email addresses.
Add attachments (if required): Tap Add Attachment
, choose an upload option, and select your file.
Finally, tap Send 
.
You can record the time you spent on a request using the worklog timer.
To start worklog timer,
Tap More options
.
Choose Start Timer
Add comments and tap START.
The timer strip will be added on the top of the request details screen.
To view all work log entries, tap Worklog Timer
on the timer strip.
To stop work log timer,
Tap Stop timer
on the worklog timer strip.
Choose an action: ADD MY WORKLOG or STOP MY TIMER.
You can also add timer as work log entry directly by tapping Add Timer to Worklog
on the timer strip.
To add notes to a request,
Tap Add Note
Select the required options: Show to requester, Mail to technician, and/or Consider this notes addition as first response.
Tap Click here to edit to open the editor.
Add notes and tap 
to close the editor.
Finally, tap
.
You can also view notes under conversations. To access it, go to Options 
, and tap Conversations.
To reply to the requester,
Tap Reply
.
Add a reply message.
Upload attachments (optional): Tap Add attachments
, and choose your preferred upload type viz. File, Image, or Camera.
Finally, tap Send
.
To edit a request,
Tap Edit
.
Make necessary changes to the request.
Finally, tap
.
To view all request properties, go to Options
, tap Properties.
To edit request properties,
Tap Edit
.
Make necessary changes to the request.
Finally, tap 
.
You can view all request notifications, replies, conversations, and notes under request conversations.
To access request conversations, go to Options
, tap Conversations.
To filter out conversations to show/hide notes and system notifications, tap Filter
, use the appropriate toggle to show/hide notes and system notifications.
To edit a note, tap your preferred note, choose Edit
, make necessary changes, and tap
.
To delete a note, tap your preferred note, choose Delete
.
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 requests details screen.
Associate Checklist to Requests
On the requests details screen, go to Options 
and tap Checklists.
Tap the 
icon on the bottom-right of the screen.
Select the checklists you want to associate.
Tap 
on the top-right of the screen.
After associating checklists, 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 clicking 
. The excluded item will be grayed out.
Include excluded checklist items by clicking 
.
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.
You can view, add, edit, or delete request-related work logs under Worklogs of each request. To access it, go to Options, and tap Worklogs. Here you can view the total time logged by all work logs in the request, total cost accrued from all work logs in the request, and the list of all work logs added to the request.
To add new work logs, tap Add worklog
, provide necessary details in the Add worklog form, and tap 
.
To edit work logs, tap Edit
against your preferred work log, make necessary changes, and tap 
.
To delete a work log, tap Delete
against the work log that you want to delete, and confirm your action.
To view the request history, go to Options
, tap History.
When resolving a request, you can add a new resolution to it or add an existing solution as the resolution.
To add a resolution,
Go to Options
.
Tap Resolution, and do one of the following:
To add a new resolution tap Edit
, add new resolution or edit existing content using the editor, finally tap
.
To add an existing solution as the resolution, tap Solution, search and tap the solution, tap Add Resolution
, and finally tap
.
To submit a request for approval,
Go to Options
> Approval.
Tap Add approval
.
Provide the email addresses of the approvers.
Finally, tap Done.
To manage all request tasks, go to Options, and tap Tasks. Here, you can create a task, edit tasks, delete tasks, add work logs to tasks, etc.
To create a task,
Tap Add Task
.
Fill in the task details in the Add Task form.
Finally, tap 
.
. The icon always appears with a badge showing the number of attachments. To add attachments to any task, go to Attachments, tap Add attachments
, and choose your preferred upload type viz. File, Image, or Camera.To view attachments, tap Download
.
To remove attachments, tap Remove 
.
Tap Edit
.
Make necessary changes to the task.
Finally, tap 
.
To view task comments, tap Comments 
.
To add task comments, go to Comments 
, tap Add comment
, provide relevant comments, and tap DONE.
To edit a comment, tap Edit
, make necessary changes, and tap DONE.
To delete a comment, tap Delete
, and confirm your action.
. Here, you can view the total time logged by all work logs in the task, total cost accrued from all work logs in the task, and the list of all work logs added to the task.To add new work logs, tap Add worklog
, provide necessary details in the Add worklog form, and tap 
.
To edit work logs, tap Edit
against your preferred work log, make necessary changes, and tap 
.
To delete a work log, tap Delete
against the work log that you want to delete, and confirm your action.
Go to the task details screen of the task you want to delete.
Tap Delete 
and confirm your action.
Add tags to index requests based on keywords. Tags help you find requests based on topics.
Add Request Tags
Go to the request details screen.
Tap Tags 
on the top-right of the screen.
Tap Add Tags.
Provide a tag name and click Create new tag.
icon always appears with a badge showing the number of tags.
Attach/Detach Request Tags
Request tags created for a request can be reused for other requests too.
Go to the request details screen.
Tap Tags 
on the top-right.
To attach a 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 select a tag, all the requests associated with the tag will be listed.
Points to Remember
You can add up to 10 tags to a request.
The number of characters in a tag is limited to 50.
Tags can contain alphanumeric characters and special characters, except for commas, <, or >.
Tags can be added to requests in all statuses, including canceled status.