Managing my Requests through Smart Portal
This functionality allows controlling the requests opened by the users, where they can check the history of occurrence, the description of the task, and exchange messages with the executor of the ticket, among other actions.
Before getting started
It is necessary:
To have the service request registered by the user in advance;
To configure the parameters of the Smart Portal;
It is also necessary to set in parameter 253, the e-mail ID that is chosen to register the occurrence, and the e-mail template ID of the notification in parameter 251.
Procedure
- Access the functionality through the Smart Portal main menu;
- Click on the menu button and then click on "My Requests";
🖊 Note: For the correct performance of this application, it is necessary that parameter 299 (about the Smart Portal) be set on "Y".
3. To exchange messages with the request attendant, just click on the "Message to the attendant" icon. The attendant will receive the message on the ticket desktop, where he /she can register the answer. This answer will be available when clicking once again on this same icon;
4. To comment on the request, or to report some occurrence about it, click on the icon "Add note". The attendant will receive the comment on the ticket desktop, where he/she can solve any question about the request;
5. To view the request history, just click on the "History" icon;
6. Through this interface, it is also possible to view the description, and the files attached to the request, among other actions.