Portal users can manage the available support topics using Customer Request Settings. In addition, to different customer requests configurations.
The following steps illustrate the process for customer support request settings:
Step 1: From the left-hand navigation menu, select Tasks, then Customer Request Settings
Step 2: By default, the Customer Request Topics tab is opened and all available topics are displayed
Step 1: To filter the topics, use the Topic and/or the Description fields to fill in your search criteria, then click the Search button
Step 1: To add a new Customer Request Topic, click on the New button and fill in fields displayed within the popup window
Topic: New topic title
Description: Description of the new topic
Available to all inboxes and User Types: Yes (default); which means all topics will be sent to Portal team
Note: Please contact the Avertra team if you would like to add additional inboxes or user types
Rank: Ranks the new topic in the topic dropdown list of the support request
Click the Save button to save your new topic
Step 1: To Edit, Duplicate or Delete any of the existing topics, select the record then click on the applicable button
Step 1: From the Customer Request Configuration tab, you can choose whether you want to show a display name instead of the support email and insert the name in the applicable field as shown below:
Step 1: To add a new District, click on the New button and fill in fields displayed within the popup window
Name: New District name
Note: it is important that the new District name matches SAP entries exactly
Click the Save button to save your new topic
Step 2: To Edit or Delete any of the existing District, select the record then click on the applicable button