"Day in the Life" Demonstration

Customer Support for Employees

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Search Service Requests

Searching service requests enables employees/customers to determine if there has been a similar problem and solution in the past. To search service requests, click the link from the Home Page. A screen is displayed to enter your query. In Step 3, you can select which fields you would like to search. The Service Request Description is the field that documents the problem in a new service request. The Ticket History is a diary field that contains all actions and activity in the request. The Service Request Resolution field is where the technician documents the solution to the problem. When technicians accurately document the work that they have done, this is the most valuable field to use in your service request searches. Also, note that you can enter a date range for your search.

When you click the "Search" button, Giva EHelpDesk will present the results of your search. If there is more than one ticket, you will see each ticket that met your search criteria.

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