Responding to issues in an open record in Workspace

Use the following sections to discover answers to the issues you're dealing with in an open record.

Depending on the issue at hand, you might be ordering a hardware component for a requester, issuing a server restart to solve an issue, or creating and assigning an incident record to remedy a software issue.

When you use the landing page or list view to open a record, workspace provides a lot of information about the record. Here's how you might look at the different parts of workspace to understand and resolve an issue.

1. In the Form Header, read the record's short description, priority, status, and issue category.
2. In the Ribbon, read about the requester, how long the issue has been open, and what the SLA is in solving the issue.
3. In the Form pane, on the Details tab, scroll through detailed information about the issue.
4. In the Related Items menu, click the tabs to see information related to the open record, such as related incidents. The information appears in the Form pane.
5. In the Contextual side panel, read the search results automatically pulled up by Agent assist that might help solve the issue.
6. In the Activity Stream, read about the history of actions you or other agents have taken in solving this issue.
7. In the Compose section of the Activity Stream pane, write a comment to the requester or make notes to yourself and other agents about your progress in resolving the issue.