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Use > Run > Service Request Management > Service Request Management procedures > Live Support call with location based support enabled

How to deal with a Live Support call with location-based support enabled

If location-based support is enabled for Live Support, the user interface displays as detailed on this page.

Note The main differences from the default user interface are:

To go to the Live Support page, select Run > Service Request > Live Support.

The Live Support page contains the following:

Information Ribbon

Information Ribbon

Modes

There are the following modes:

Recent requests list

If a caller is selected, the page is in user mode, and a list of that person's recent requests is displayed.

If a location is selected, the page is in location mode, and a list of recent requests from people at that location is displayed.

  • Click Recent requests to toggle the display.
  • Type a request ID or keywords in the search box to find a particular request.

Note

A maximum of 30 requests are displayed in user mode.

A maximum of 100 requests are displayed in location mode.

Requests are displayed in the following order:

  1. Open
  2. Closed

Within that order, requests are sorted according to the time when the request was last updated. More recently updated records appear at the top of the list.

Suggestions Bar, List Pane, and Preview Pane

When you start typing the details in the Description or Title field, Service Management filters available solutions items according to the text you type, and displays the number of relevant search results in each part of the Suggestions Bar. Exception: numbers do not display on either the Related CIs or Favorite Articles icons, until you click them.

If you add more text to either field, the search results automatically update.

Note If you use the search box on the toolbar at the top of the page, results are displayed based on that text, ignoring any text in the Description and Title fields. To revert to results based on the text in the Description and Title fields, click

Cancel search icon

to the right of the search box.

Suggestions Bar
  • Click one of the icons on the Suggestions Bar to display items in the List Pane. (See details in the table below.)
  • Select a record to display details in the Preview Pane.
  • To view the complete record, click Edit.

Search box

If you use the search box on the toolbar, results are displayed based on that text, ignoring any text in the Description and Title fields. To revert to results based on the text in the Description and Title fields, click

Cancel search icon

to the right of the search box.

Save & next caller/Save & next request

New request form

You can use this form to create a request. For more information, see How to create a request in Live Support.

Tip If you click the Offering field, at the top of the list of offerings Service Management displays smart suggestions for suitable offerings, based on the text entered in the Title and the Description fields.

Note

Depending on how Service Management and your phone system are configured, when you receive a call from a user, Service Management may automatically display caller and recent request details on the Live Support page.

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