Exporting and printing protocols in requests

In order to be able to export and print protocols, you must have this feature - Protocol export and printing enabled. If you don`t, visit Admin zone -> Main menu -> Global setting -> Helpdesk -> Protocol export and printing and set it to Enabled.

Enabling protocols in global settings

Image: Enabling protocols in global settings

Right next to this option, there is a link Printing sets that allows you to define various protocols. Click there and a new window with the list of existing printing reports will open.

List of existing printing reports

Image: List of existing printing reports

Click the button New report to open creation formular for your new protocol. 

Choosing type and name of your new printing report

Image: Choosing type and name of your new printing report

There are three types of printing reports available: 

  • Service centre - Receiving protocol
  • Service centre - Acceptance protocol
  • Complaint notice

Choose one, fill the name and click the Save button to confirm changes.

You can open an existing report by double clicking it from the list of all reports. An HTML template will be shown where you can edit text of predefined template. Click Preview to show the protocol in ready-to-print version or Delete to remove selected report.

To create the protocol from request, open the request details page and click the protocol icon in the upper right corner of request details as shown in the following picture:

Protocol icon in request`s details page

Image: Protocol icon in request`s details page

A new window with all printing reports you created is shown. Choose one and click the Create button. A full protocol with predefined information about the request will appear. Fill all other fields and click the Save button.

Creating acceptance protocol

Image: Creating acceptance protocol

 

Your protocol will now appear in the list of protocols for this request. There are option to Export to PDF, Print on Screen or Edit.

Possible options for created protocol

Image: Possible options for created protocol