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5.1.3. How to create a request
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ViArt HelpDesk allows to create a request for each client. To do this, you should click Create Message Link and fill the appropriate form.
Customer Details
Customer ID field is optional. Each of your registered customers have a unique ID number which you may enter.
Customer Name field requires the name of the client you make a request for.
Customer E-mail is obligatory for fillling. Using e-mail address will help a support team to search for all tickets that this customer sent.
Indentifier is to be filled in case you want to give some unique name to a ticket to be able to find the ticket by this name.
In the Environment field you may specify the environment the client's shop is installed (for example, Unix, Linux, Windows NT, etc.).
Customer IP specifies the IP address of the customer. It may be useful for support administrators.
Request Details
Department field allows to select the department to which you want to redirect the request.
Assign To specifies to what person you want to assign a ticket.
Type field provides an option to choose the type of a support ticket. At present, there are four available types to choose from: Bug/Issue, Question, Wish/Request, Other. Select the one that describes the theme of the support ticket the best.
Status field allows you to set the status of the ticket.
With Priority field you can specify the importance of the request. There are three priorities: Low, Normal, High. This will help a support team to solve issues according to their priority status. You can get more information on the priority types here. (see section 5.9)
Summary is a short description of the problem.
Description field allows you to enter the text of the problem/issue.
If you want to notify your client, please tick off Send notification to a client checkbox.
Click Add New button to save the request.
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5.1.3. How to create a request
ViArt HelpDesk allows to create a request for each client. To do this, you should click Create Message Link and fill the appropriate form. 
