Documentation forWeb Help Desk

Define the 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.

See Plan your request types and tech groups for details about request type limitations.

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. Log in to Web Help Desk as an administrator.
  2. In the toolbar, click Setup and select Tickets > Request Types.

    The Request Types window displays the existing request types.

  3. Click New.
  4. Enter a name to identify this request type. For example: 

  5. To create a nested request type, select the parent type. Click to copy values for the remaining fields from the parent type

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

  6. Select the tech group that addresses 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.

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

  8. Enter additional instructions that will display in blue text above the Request Detail field in the ticket. For example, you can enter 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.

  9. 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 Hire Paperwork request type will be visible to clients.

  10. Specify whether the user will be prompted to select an asset or model when they create this type of ticket. Leave this checkbox blank to require clients to select an asset when generating a ticket from the client user interface.

  11. (Optional) Restrict this ticket type to a specific location or location group. 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.

  12. 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.

  13. Indicate if the request type supports custom fields.

    Select All to display all visible and editable custom fields.

    Select Specific to select one or more custom fields.

    The default selection is None.

  14. Select this checkbox if the request type allows clients to attach files to a ticket.

    This setting does not prevent a tech from attaching files to a ticket.
  15. (Optional) Select the checkbox to indicate if the request type is available as a category for defining FAQs and SolarWinds Integration. When selected, you can select the request type on the SolarWinds Integration page. Otherwise, leave this checkbox unchecked.

  16. Identify the tech who will receive the highest level escalation (after the tech group manager). The selected tech will receive tickets with this request type if the request type is not included in a tech group.

  17. Select the survey that is sent to clients when this type of ticket is closed. Otherwise, select None to disable surveys for this ticket type.

  18. (Optional) Select a color for the label background. Select White for no label color.

  19. Click Save.

Set the request types for techs and key personnel

You may have request types that require unique restrictions for key personnel, such as techs and HR. For example, in the HR department, you may need a reset password request type in your HR department, which should only be available to the IT helpdesk personnel in the HR department. You can enable these request types for your personnel.

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > Companies and Locations > Departments.
  3. Click New.
  4. Complete the form to add a new department.

    1. Enter a department name. For example, HR.

    2. Enter a phone number for this department.

    3. Select the default client administrator permissions.

    4. If this request type pertains to a specific client admin, search for the appropriate client in the Client Lookup box fields and assign a client to the request type. Otherwise, leave these fields blank.

    5. Select a color to use for the label background. Select white for no label color.

    6. Click Save.
  5. Under Companies and Locations, click Department Groups.
  6. Click New.
  7. Complete the Group Name form.

    1. Enter a group name. For example, Helpdesk.

    2. Select a group manager.

    3. Click Save.
  8. Click the Assigned Techs tab in the form.
  9. Click Edit.
  10. Select the required technicians, and click Save.

    The assigned techs display in the form.

  11. Click Tickets > Request Types.
  12. Click New.
  13. Update the new Request Types form.

    1. In the Request Type field, enter Reset Password.

    2. Click the Parent Type drop-down menu and select Helpdesk.

    3. In the Departments field, select Specific.

    4. In the Selected Departments field, select the HR checkbox.
    5. Complete the additional fields and selections as required.
  14. Click Save.

Set the request types for clients

You may have request types that require unique restrictions for clients who create a ticket. Ensure that the request types for your locations and departments are available in the Client interface.

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > Ticket > Request Types.
  3. In the Request Types column, click a request type that your clients can apply in a client ticket.
  4. Select the Visible to Clients checkbox. The request type will be included in the Request Type drop-down menu in the Client user interface. Otherwise, leave this checkbox unchecked to make this request type visibly only to your techs.

  5. Verify that the Locations and Departments settings are set to All. If not, verify that the client belongs to the location or department.

  6. Click Save.
  7. Repeat step 2 through step 6 for any additional request types you want to add to the client user interface.
  8. Switch to the Client user interface.
  9. Click the Request Type drop-down menu and verify that the request types display in the menu.