Purpose and Need
When multiple Support Reps work on the same request in parallel, the change(s) made by each of them are not known to one another. This might result in any of the following consequences:
- The same request might be assigned to another Support Rep
- Multiple responses might be sent to the same request by different Support Reps
Example
Let us consider two Support Reps Warner and Finch simultaneously working on a request 6010. Say, Warner has assigned 6010 to a Support Rep Smith, and Finch, who is not aware of this again assigns 6010 to another Support Rep Adam. Therefore, the same request has been assigned to two different Support Reps, which results in redundancy and waste of time.
To overcome the above hassles, the Request Collaboration feature has come in. This feature shows notifications on the Requests page to all the Support Reps, working on the same request, about the modification(s) made by any of the other Support Reps.
Benefits
Using this feature, you will be able to:
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View the number of Support Reps currently on-board the same request page.
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Notify about the following operations to the Support Reps:
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Request edit
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Reply from Contacts/Support Reps
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Note add/edit/delete
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Resolution add/edit
Viewing the Request Collaborators
1. Log in to SupportCenter Plus application as two different Support Reps, i.e., using two different browsers/two different sessions.
2. Once both the logins are successful, execute the following steps in both the windows, in parallel.
i. Click the Requests tab in the header pane. The page redirects to the Request List View page that displays all available requests.
ii. Click the Subject link of any Request from the list view. (Make sure you click the same Request in both the windows by using the Request ID)
3. In the Request details view page displayed, you will be able to see the collaborators' icon in the right corner that shows the total number of collaborators/Support Reps associated with the Request.
4. Click the icon to view the name of the collaborators/Support Reps.
5. Click the individual Support Rep name to view the relevant details.
Note
1. The collaborators' icon will be shown only if at least two Support Reps work on a particular Request.
2. By default, the Request Collaboration feature works over the port 8081. You can modify the port number in server.xml.
Viewing Request Page Notifications
1. Make any change to the Request in the Request details view page in one session and save it.
2. Now, in the other session, you will be able to see notifications about the Request changes done in the first session.
Example with Screenshots
The below steps helps you with a better understanding of Request Collaborators feature. Consider two Support Reps, namely "administrator" and "Rafael Nadal", to be the collaborators working on the same Request. Let us see how the collaboration and Request Page Notifications work.
1. The "administrator" with appropriate login credentials logs into the SupportCenter Plus application using the Chrome browser. Similarly, "Rafael Nadal" logs into the SupportCenter Plus application using the Firefox browser.
2. Both of them click the Requests tab in the header pane. The page redirects to the Request List View page that displays all available requests.
3. The "administrator" clicks the Request with ID 20231 from the list view.
4. Similarly, "Rafael Nadal" clicks the same Request with ID 20231 from the list view.
5. For both of them, the Request details view page is displayed that shows the collaborators' icon in the right corner.
6. When the "administrator" clicks the collaborators' icon, the Currently Viewing window will be shown as below:
7. Similarly, when "Rafael Nadal" clicks the collaborators' icon, the Currently Viewing window will be shown.
8. On clicking their respective names, the relevant Support Rep details will be shown in a new window, as below:
Request Page Notifications
"Rafael Nadal" makes a change in the Request. Now, "administrator" gets notifications about the change, as shown below:
