Requests
Last updated
Last updated
Users categorized as 'company' make requests directed to 'mss' type users, following a process defined by 'mss' itself. Once created, the requests are organized in a paginated list, prioritized according to established criteria. Additionally, there are filtering and sorting options to facilitate the management of these requests. On the home screen, users can also view a control panel that displays the current status of the treatment of each request, allowing for efficient and organized monitoring.
The prioritization in the list follows a standard: requests with 'NEW' status and the shortest remaining SLA time are shown first, followed by those that had interactions with Mss/Company, and finally, the rest are listed by ID in descending order.
A color palette indicates special situations:
Red: SLA exceeded.
Yellow: SLA 1 hour about to be exceeded.
Green: Incident with a new unread interaction.
SLA: The time agreed with the client, which stops counting when the incident is addressed.
Criticality: Organized from LOW to CRITICAL, according to the parent correlation rule.
Status: Indicates the stage of resolution, varying from active, pending, under treatment, and closed.
Rate: The average user feedback, based on various parameters.
Escalate Request: Increases the request's priority in the list, reducing the SLA.
Messages: Allows analysts to follow and participate in the resolution process, sending messages and files, and includes system messages about changes in the request.
Rate: Displays feedback for each analyst involved.
Presents important information, links, message history, and activities related to the resquest, allowing individual or mass changes in various parameters.
