~ BASIC ~

The tab holds the data entered by the user and the data with which the support provider manages the request. The fields are listed in their on-screen order.

• {User email} — E-mail address of the user who entered the request; in the user's form this is the {User} field. The icon next to the field sends an e-mail message to that address.
• {ZZP} — Request number; assigned automatically on saving.
• {Date} — Date and time the request was entered.
• {Partner} — The partner the service is invoiced to if it is chargeable (see {To Invoice}). A folder icon stands next to the field.
• {For company} — The company the request refers to; important when the partner (e.g. an accounting firm) keeps the books of several companies.
• {Subject} — Short title of the request; shown in the list and in the subject of every message inside the request.
• {Text} — Description of the problem as entered by the user; in the user's form this is the {Description} field.
• {CC email} — E-mail addresses of people following the resolution of the request; they receive a notification on every change in the request.
• {The person in charge} — The support team member handling the request.
• {Priority} — Order of resolution: Stop everything and do it now, As soon as you finish what you are doing, Take it as next task, When you have time, Not yet.
• {Gitlab} — Number of the GitLab issue, if one is open for the request. The icon next to the field opens the link to the issue.
• {Job Card} — Number of the job card tracking the resolution of the request (see {Open Job Card}).
• {Associates} — Support team members who receive notifications about changes during resolution and see internal messages.
• {Public} — Checkbox; not described yet.
• {To Invoice} — Checkbox; marks that the service of resolving the request is invoiced to the partner in the {Partner} field.
• {Open Job Card} — Checkbox; for a request whose resolution will take longer, a job card is opened to track the work, and its number is entered in {Job Card}.
• {Close} — Checkbox; saving closes the request (see below).
• {Notes} — Internal note of the support team, not visible to the user.

For a chargeable request, tick {To Invoice} and check the partner in the {Partner} field. For a request that is not resolved right away, tick {Open Job Card}, so that further work is tracked through the job card instead of through messages in the request.

1. Tick {Close}. The {Answer} box is shown.
2. Enter the description of the solution in {Answer} — this is the text the user sees as the support answer.
3. Save the request with the SAVE button. The request moves to the Finished tab, and the {Answered at} field receives the time of closing.