Define request types

Request types are used to categorize tickets. The request type definition specifies which users can create this type of ticket and what fields are included on the ticket.

Request types also define what type of issue the customer is experiencing and what action needs to be taken. When a user opens a ticket, they must choose a request type.

Request types can be defined as parent and child types. For example, when a user requests a password reset, you can configure the parent type as IT Software Assistance and the child type as Password Reset. You can define the types of tickets your help desk services support in the Request Types screen.

To begin, build your parent types first and then add your corresponding child types. If you build a child type before you build the parent type, you cannot set the child type as a child.

  1. In the toolbar, click Setup and select Tickets > Request Types.

    The Request Types window displays current request types.

  2. Click New.
  3. Enter a name to identify this request type.

  4. To create a nested request type, select the parent type. Optionally, click to copy values for the remaining fields from the parent type.

    To create a top-level request type, leave this field blank.

  5. Select the tech group that will handle this type of request.

    If the tech group is not defined, leave this field blank. You can map the request type to a tech group when you define the tech group.

  6. Specify the default priority and whether fields are hidden or required.

  7. In the Detailed Instructions field, enter additional information to be displayed on the ticket. For example, you can provide specific instructions for creating this type of ticket, or explain the request type's purpose so a client can choose the correct type.

    You can apply BBCode formatting to format lists, add emphasis, or include links to supporting information. See Customize tickets, notes, instructions, and emails with BBCode for details. See the Web Help Desk Administrators Guide for details.

  8. Specify whether this type of ticket is listed in the menu displayed to clients. Clear this option for types that are selected only by techs (for example, a request type used by techs to schedule an equipment maintenance window).

    In this example, the New Employee request type should be visible to clients.

  9. Specify whether the user will be prompted to select an asset or model when they create this type of ticket.

  10. Optionally, restrict this ticket type to specific companies, locations, or departments. Only clients or techs associated with your selections will see this request type. For example, if the request type will be routed to a facilities maintenance group for a specific location, restrict the type to that location.

    In this example, the New Hire Paperwork request type is not restricted to specific companies, locations, or departments.

  11. If an approval process should be automatically initiated when a ticket is saved with this request type, select the approval process. (Alternatively, you can associate a request type with an approval process when you create the approval process.)
  12. To include custom fields on this type of ticket, specify which fields to include.
  13. Specify whether clients can attach files to this type of ticket, and whether this request type is available as a category when techs create an FAQ.

    The Attachments Enabled option does not affect whether techs can attach files.

  14. Identify the tech who will receive the highest level escalation (after the tech group manager).
  15. Select the survey that is sent to clients when this type of ticket is closed, or select None to disable surveys for this ticket type.

  16. Click Save.