Help requests

A help request is a question or a problem raised on the record it is about. Whoever answers it opens that record from the request and sees what you saw.

Asking for help

On a record, open ⋯ › Ask for help. The panel opens beside the record. The record stays readable while you write.

• About names the record. Aptli fills it in from where you opened the panel.
• Urgency: Low, Medium, High or Critical.
• Notify role: up to three roles whose members should answer. A Critical request pushes a notification to every member of those roles who has the app on their phone.
• What's wrong?: what is happening, in your words.
• Attachments: screenshots, a signed authorization or any other file.
• Also notify by email: when the record has an assignee, the panel offers to email them too.

Submit sends it. When you already have an open request on the same record, the panel opens it, and your changes update it.

You hear by email when the request's status changes.

Answering

Help requests in the menu lists the requests raised to your roles and the ones you raised. It opens on the open ones.

Press a request to open it. Its window shows the request, the record it is about, its attachments and its responses. Write in Add response to answer in its thread, and change its status as you work:

• Open: raised, not picked up yet;
• In progress: someone is working on it;
• Deferred: set aside for later;
• Could not resolve: looked at, with no resolution possible;
• Resolved: answered.

Resolve closes a request. It asks for a Resolution note saying what was done, and records who resolved it and when.

Finding requests

Filter by owner searches the list. Filters holds the status, Mine for the requests sent to your roles, and deleted requests.

Tick requests to set a property on all of them, print them, or delete and restore them.

Sharing a request

A request's Share link opens it on the Help requests page for anyone allowed to see it.