If the technician is unable to resolve a request and requires further assistance, then the technician can forward the request to other technicians. The conversation threads between the technicians are private and hence cannot be viewed by the requester.
To forward a request,
Click the Requests tab in the header pane. This opens the request list view page.
Click the Title of the request in the requests list page.
In the View Request page, click the Forward button just below the Request Description. Alternatively, you can click Forward the Request option under the Reply combo box. This opens the Forward Request form.
Enter the e-mail ID of the person to whom you wish to forward the request in the To field. You can also mark a copy of the forward to others. To do this, enter their e-mail IDs in the CC field.
Edit the Subject and Description of the e-mail.
Click Browse Files to add files as attachments to the mail.
Click Send. The request is sent to the e-mail IDs mentioned in the To, Cc, and Bcc fields. The forwarded requests will be shown in the conversation block. You can also send the draft for review using Send for review.