[{"data":1,"prerenderedAt":192},["ShallowReactive",2],{"guide:en:help-requests":3},{"id":4,"title":5,"body":6,"description":184,"extension":185,"meta":186,"navigation":187,"path":188,"seo":189,"stem":190,"__hash__":191},"guide_en\u002Fguides\u002Fen\u002Fuser\u002Fhelp-requests\u002Findex.md","Help requests",{"type":7,"value":8,"toc":176},"minimark",[9,13,17,22,30,74,80,83,87,92,99,131,141,145,159,162,166],[10,11,5],"h1",{"id":12},"help-requests",[14,15,16],"p",{},"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.",[18,19,21],"h2",{"id":20},"asking-for-help","Asking for help",[14,23,24,25,29],{},"On a record, open ",[26,27,28],"strong",{},"⋯ › Ask for help",". The panel opens beside the record. The record stays readable while you write.",[31,32,33,40,46,56,62,68],"ul",{},[34,35,36,39],"li",{},[26,37,38],{},"About"," names the record. Aptli fills it in from where you opened the panel.",[34,41,42,45],{},[26,43,44],{},"Urgency",": Low, Medium, High or Critical.",[34,47,48,51,52,55],{},[26,49,50],{},"Notify role",": up to three roles whose members should answer. A ",[26,53,54],{},"Critical"," request pushes a notification to every member of those roles who has the app on their phone.",[34,57,58,61],{},[26,59,60],{},"What's wrong?",": what is happening, in your words.",[34,63,64,67],{},[26,65,66],{},"Attachments",": screenshots, a signed authorization or any other file.",[34,69,70,73],{},[26,71,72],{},"Also notify by email",": when the record has an assignee, the panel offers to email them too.",[14,75,76,79],{},[26,77,78],{},"Submit"," sends it. When you already have an open request on the same record, the panel opens it, and your changes update it.",[14,81,82],{},"You hear by email when the request's status changes.",[18,84,86],{"id":85},"answering","Answering",[14,88,89,91],{},[26,90,5],{}," in the menu lists the requests raised to your roles and the ones you raised. It opens on the open ones.",[14,93,94,95,98],{},"Press a request to open it. Its window shows the request, the record it is about, its attachments and its responses. Write in ",[26,96,97],{},"Add response"," to answer in its thread, and change its status as you work:",[31,100,101,107,113,119,125],{},[34,102,103,106],{},[26,104,105],{},"Open",": raised, not picked up yet;",[34,108,109,112],{},[26,110,111],{},"In progress",": someone is working on it;",[34,114,115,118],{},[26,116,117],{},"Deferred",": set aside for later;",[34,120,121,124],{},[26,122,123],{},"Could not resolve",": looked at, with no resolution possible;",[34,126,127,130],{},[26,128,129],{},"Resolved",": answered.",[14,132,133,136,137,140],{},[26,134,135],{},"Resolve"," closes a request. It asks for a ",[26,138,139],{},"Resolution note"," saying what was done, and records who resolved it and when.",[18,142,144],{"id":143},"finding-requests","Finding requests",[14,146,147,150,151,154,155,158],{},[26,148,149],{},"Filter by owner"," searches the list. ",[26,152,153],{},"Filters"," holds the status, ",[26,156,157],{},"Mine"," for the requests sent to your roles, and deleted requests.",[14,160,161],{},"Tick requests to set a property on all of them, print them, or delete and restore them.",[18,163,165],{"id":164},"sharing-a-request","Sharing a request",[14,167,168,169,172,173,175],{},"A request's ",[26,170,171],{},"Share"," link opens it on the ",[26,174,5],{}," page for anyone allowed to see it.",{"title":177,"searchDepth":178,"depth":178,"links":179},"",2,[180,181,182,183],{"id":20,"depth":178,"text":21},{"id":85,"depth":178,"text":86},{"id":143,"depth":178,"text":144},{"id":164,"depth":178,"text":165},"Asking for help on the record it is about, choosing its urgency and the roles it goes to, and answering and resolving requests.","md",{},true,"\u002Fguides\u002Fen\u002Fuser\u002Fhelp-requests",{"title":5,"description":184},"guides\u002Fen\u002Fuser\u002Fhelp-requests\u002Findex","70ym-q9uobo99ySKAJDuZqPxxS1eCDp36un8qlEa9z0",1793063513220]