The Requester Details page offers a comprehensive overview of the requester's details and tickets raised by them. This article will guide you through the various elements and actions available on this page.
Requester Profile - Overview Card
The requester's name, email address, and consolidated counts of all tickets and pending tickets are displayed in this section. Clicking on the count allows you to view the respective list of tickets raised by the requester, categorised by specific criteria or status.
Tickets Tab
This tab provides a comprehensive list of the requester's recent tickets. Quickly review and access their ongoing or resolved requests or tickets, enabling you to respond promptly and effectively.
Activity Tab
The activity tab captures and records all updates made to the requester's profile. It offers a chronological history of modifications, ensuring transparency and accountability.
Requester Information
The requester's details are displayed in this right section. Administrators can edit any necessary information here by clicking on the Edit button.
Requester Groups
This section lists the requester groups to which the requester belongs. Efficiently categorise and manage requester-related activities by assigning them to specific requester groups. This feature streamlines request handling and ensures optimal service delivery. Administrators can also add requesters to relevant requester groups from this section.
Requester Portal
Here, administrators can view the last login date of the requester. Additionally, there is a configuration option to allow or restrict access to the requester portal. By selecting Yes or No, administrators can control whether requesters can log in to the requester portal.
Actions on the Requester Details Page
Edit Requester Profile
Easily update the requester’s profile information by clicking on the Edit button.
The following details of an agent can be updated here,
- Full Name
- Email Address
- Phone Number
- Requester Custom fields
Merge Requesters
In case of duplicate requester records, you can merge them into a single record to maintain data accuracy and prevent confusion.
More details on merging requesters is available here.
Clone Requester
Create a new requester record based on the existing requester details, saving time when adding similar requesters with details
Reset Password
There are two ways to reset a requester’s password,
1. Send a Password Reset Link to the agent email address
- Click on the Send Email button, this will trigger an email to the requester’s email address with a password reset link, enabling them to set up a new password.
Reset Password Manually
- Administrators can manually reset the password for the requester if required.
- Admin should be able to set up a password based on the Password Policy configured in Service Desk
- They can also enforce the requester to set a new password in their next login by checking the Require a change of password during the next login setting.
Delete Requester
- Admins can delete a requester from the Requester details page > More actions > Delete. Exercise caution while performing this action, as it permanently removes the requester's record.
- Note: This action cannot be undone.