See: How to create a model
IT Help Center is based on activities/attention models. In those, the flow, attention groups, times, escalations, possible returns among others are defined. After a record is created, the tool decides which model will use according to defined rules. Then, the model will rule which group will work in the record. Every while, the tool will check the time that has passed and decide if an escalation is necessary.
There're two ways to create new request records from an incident:
Select Request Fulfillment model and create a new activity:
Click on to open a new request inside the model. Current step can't be changed.
Click on to open case form
Model is automatically pre-selected
You can add a relation with the incident from within the new request is created or any other existing case.
If you didn't add the relation during the request creation, you can add (Or edit) it later:
Click on
See: Add/edit related cases