Taking Action Service Requests

The ability to direct focused action on Service Request has been introduced to your Clarity portal. This guide is designed to help you confidently navigate and make the most of Clarity’s enhanced design and functionality.

When taking action on a Service Requests in Clarity, follow these steps to accurately confirm the appropriate activity.

Step 1: Start Service Request Action

Select the Action
Using the ‘Action’ button in the top right navigation of your Clarity ticket, select the action you wish to perform for the request.

Step 2: Complete the Action Fields

Escalate request: Use this option when your request requires an urgent response. A mandatory comment box is present to provide details about the urgency for your request.

Send back to Quorum Cyber: This option is used when the Quorum Cyber team needs to perform an action not provided in your action button or needs to provide additional information. A mandatory comment box is provided to include details on what is required.

QC Action: The Quorum Cyber team will evaluate the details and respond accordingly.

Complete request: This option is used when you have taken actions to complete a request and no further actions are needed to complete fulfilment. An optional comment box is available if you would like to include notes on the completion.

Cancel request: This option is used when a submitted request is no longer required. An optional comment box is available if you would like to include notes on the cancellation.

Reopen request: When a ticket has been completed and not yet closed, it can be reopened if further action is required.

Step 3: Finalise the Action

• Submit
  Click Submit to apply the choices.

• Cancel
  Click Cancel if you do not wish to proceed.

Step 4: Automated Ticket Updates

When you have finalised your ticket, you will see 2 key updates:

1. 1. The status field will update in accordance with the action you have selected

   2. The ‘Timeline’ reflects when you updated the ticket, the options chosen and any notes added in the comment box.