Email the requester

Sending a response to the requester is required when a new request is received. Also, when a technician is ready to close a request, the same can be notified to the requester so that if the requester has any concerns about the same, he/she can raise. The technician can then address the same and close the request after the requester is completely satisfied with the way his/her request has been attended to.

To respond to the requester,

 

  1. Click the Requests tab in the header pane.

  2. Select the Subject line of the request in the requests list page.

  3. In the Request details page, click Reply just below the description of the request. Alternatively, you can reply to the requester from Reply drop-down menu and select Reply. The Mail to the Requester window pops up.

  4. The To field is pre-populated with the e-mail ID of the requester. Add email addresses in Cc and Bcc fields if required.

  5. Edit the Subject of the request, if required.

  6. You can reply to a request using a Reply Template configured under the Admin section. Select a Reply Template from the drop-down list.

  7. While adding description, click to include solutions in the reply. You can also add links for detailed solutions.

  8. You can also choose to update the request status (default is the request's current status) when the reply is successfully sent to the requester.

  9. To add attachments, click Browse Files.

  10. Click Send to send the email to the requester.  Alternatively, you can save the email and send it later to the requester by clicking Save. The email will be saved as a draft in the request details page. You can also send the draft for review using Send for review. 

              

 

While editing the subject of the e-mail, ensure that the request ID value remains intact with the # symbols beside it. Else, the threading of requests may not be proper.
The responses that have been sent to the requester can be viewed as conversations in the request details view.