The Requests list screen displays all request types (package orders, component orders and support requests), ordered by most recent at the top. By default, the list view shows all 'active' requests. To reset your filters at any time, click the SHOW ACTIVE button.

The results list displays the 30 most recent requests matching the current filters. The requests list using infinite scrolling - as you scroll towards the bottom of the results, the next 30 results will display automatically and so on.

Request Filters

You can filter requests by:

• Assignee (dropdown)
• Show My Tasks (link)
• Needs Attention
• Status
• Type of Request
• Package (dropdown)
• Support Category (dropdown)
• Wait time.
  

These filters are explained in more detail below.

The filters you apply are remembered for the duration of your login - you can browse away from the page, then return to the Requests list page and see the last filter you applied.

Assignee

This is a dropdown list of all agents in the system. You can use this to filter by a specific agent's assigned requests.

Show My Tasks

Clicking the Show My Tasks link will display only those requests assigned to you. Beside the link is a count (in brackets) of the requests you have been assigned.

Needs Attention

Reply Needed is a special filter. When ticked, it will filter the list results to display only those requests that are marked as "Unread". Requests are marked as unread when a customer adds a comment to the request that has not yet been seen by an agent (i.e. read). You can 'read' a comment by clicking into the Request Details screen. If you want to come back to the request later, simply click the Mark as Unread link in the request details screen.

Status

You can filter the list by any status, in any combination. For example, you might want to view 'New' requests in order to assign them to the appropriate agent for action.

By default, Cancelled and Successful states are not selected (these are considered 'inactive').

Type of Request

Request types are grouped as follows:

• Support - any support request-related requests.
• Package Orders - package orders that relate to the fulfilment of a new purchase. Package orders contain one or more component orders.
• Component Orders - component orders (each component order belongs to a specific package order).
• Cancellation - includes both package and component orders that relate to the cancellation of an existing purchase (created upon cancellation of a subscription).
• Registration - a special type of support request relating to customer self-registration. Once the registration is complete (customer transitions from Pending to Active), the support request is automatically marked Successful.

Package

This is a dropdown list of all packages for which an order exists.

NB. The Package dropdown only applies to packages. For example, if both Package Orders and Component Orders are ticked for 'Type of Request', then you select 'Broadband' as the package name in the Package dropdown, the results returned will only be for the Broadband package not the component.

Support Category

This is a dropdown list of all Support Request categories. 'Category' is the classification for the support request.

NB. It is best to filter by either Package or Support Category at any one time, using both will return zero results.

Wait Time

The Wait Time filter allows you to filter the requests list by the amount of time the customer has been waiting. This is useful to see requests that are over 2 days old, for example.