Change support level

If the wrong support level was selected when creating the request, you can change it.

To do this:

1. Go to the Requests directory and open the page of the request you want to update.
2. In the side panel, under the Responsible section, click the icon.
3. Select a new group from the Technical Support Groups directory. If a processing route is configured for the request, the group from the next planned stage will be automatically populated.
4. If needed, specify a response template that the group’s operators can use when working on the request, and add a comment.
   
5. Click Completed.

The support group change process will then start, during which a new operator responsible for the request will be automatically assigned.

You can also change the request to another support level by editing the request page. However, in this case, the business process that automatically determines a new operator will not be triggered. You will need to change the responsible employee manually.

Was this helpful?

Thanks for your feedback!

Please specify why:

Recommendations did not help meArticle is hard to understandDidn`t answer my questionContent does not match the topicOther

How we can improve it?

YesNo

Please specify whyRecommendations did not help meArticle is hard to understandDidn`t answer my questionContent does not match the topicOther

Found a typo? Select it and press Ctrl+Enter to send us feedback