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, exchange messages with the executor of the ticket, among other actions.
Before getting started
It is necessary that the user has a ticket previously registered;
It is also necessary to configure the parameters about Smart Portal;
It is necessary to set in the parameter 253, the e-mail ID chosen to register the occurrence, and the e-mail template ID of the notification in the parameter 251.
Procedure
- Access the functionality through the Smart Portal main menu, click on the menu button and then click on "My Requests";
- To exchange messages with the attendant, just click on the icon "Message to the attendant". The attendant will receive the message in the ticket list screen, where he/she can register the answer. This answer will be available to review when clicking once again on this icon.
🖊 Note: For the correct performance of this application, it is necessary that the parameter 299 (about the Smart Portal) is set on "Y".
3. To add a comment to the request, or to report some occurrence about it, click on the icon "Add note". The attendant will receive the comment on the ticket list screen, where he/she can answer any questions about the request.
4. To view the request history, just click on the icon "History";
5. Through this interface, it's also possible to view the description, the files attached to the request, among other actions.