The Configure Request Types option will allow you to create and configure request types for your department. Request types are the different types of problems that an end-user may have when submitting a ticket. This allows you to easily organize your various tickets into unique sections. After clicking on this option, you will see a list of existing request types. You can add a request type by using the buttons in the bottom left. Clicking on a request type will allow you to change its details.
The General tab will allow you to configure the basics for this request type. Each type can have a unique icon which makes it easier for end-users to identify. TheTitle is not actually what end-users see when viewing a department's request types. They will actually see the initial Prompt. The title is simply used in the request type configuration list. The Initial Prompt, Icon, and Description combine to present the end-user with all of the information they need to determine if this is the problem they are having. Keep in mind that when selecting an icon, it may take awhile to download all of the icons you can choose from. The last option allows you to select a particular survey for this type should it need to vary from the department default.
The Additional Properties tab will allow you to choose which custom properties to use with this request type. These are additional fields of information that can be added to a ticket. You can also choose who is required to fill out each custom property by requiring the Requestor, the Technician, or you can make it optional for everyone. These custom properties are defined and created under Create Custom Properties.
You can also specify whether or not the end-user is required to select a campus and room number. Use the check boxes at the top to configure those options.
The Sub Types tab allows you to create specific sub types. This allows you to separate requests for this type into narrowly defined sub types. Each sub type can also have different custom properties. Configure those by selected the sub type in the list of request types. After adding a sub-type, the main type will have an option to expand the list of sub-types. You can also click the blue dot next to the Title field in order to select an icon for the request type. Once selected, edit the sub-type and click on it's icon in order to go back and change it.
The Security tab lets you define who can access this request type. This can be useful when you have an upper level request type for technicians only. You can also use this to "turn off" a request type. The Security tab also lets you turn on Require Campus Approval. This allows a designated staff member to approve a request before it will be assigned to a technician. Typically this is combined with the principal access level. Campus approval and principal access is configured using System wide helpdesk roles/rights, not technician access levels.
The FAQ Email tab allows you to send an email to the requestor whenever a request is submitted. This can be useful to give the requestor tips that might let them resolve the problem themselves.
The Closing Text tab allows you to write scripted closing text for specific request types. This way when the technician goes to close the ticket, the closing text is already there. You can use values from the properties on the request such as [@@Asset Tag] in order to pre-populate fields.
Lastly, you can use the blue arrows on the toolbar to move the request type up and down in the list. Also, remember to Save Changes after changing any settings for a request type.