Most of the service requests raised by the end users would require additional information before its processed and delivered by the IT Team. A user, who is not a technician, would be required to add this additional information for the service request. This user is called as the Editor. The Editor has permission to edit the service request and specify the required information.
Let’s consider the case of a New Hire process. The HR department raises a service request on a new employee joining the organization. The HR is equipped only with part of information to raise a service request. The rest of the information such as the type of workstation and software to install will be provided by the department head of the employee being hired.
Enable the Editor
If you are logged in to ServiceDesk Plus as the Administrator, then you can enable the editor while configuring the Service Request Template.
Click Admin tab in the header pane.
Click Service Catalog under Helpdesk block.
Select the Service Request for which you want to add the Editor.
In the Form Designer, select the Editor under Service Fields. Drag and drop this field in the canvas. By dragging and dropping this field in the canvas, you have enabled Service Request Editor. You can choose to make this field as mandatory or make it available to the requester.
Click Save button. The Service Request Template is saved.
While raising a service request, choose the editor using the icon . On creating the service request, the status is moved to On Hold indicating that further updates are required from the editor. When the request is updated by the editor, the status of the service request is moved to Open.
The administrator can enable notifications to be sent to the editor and the requester who has raised the service request.
Notify editor when a request is waiting for update: Enabling this option sends a notification to the editor that the request is awaiting for his/her update.
Notify requester when a request is waiting for update by editor: Enabling this options sends a notification to the requester when the request is awaiting updated by the editor.
Notify requester when a request is waiting for update by editor: Enabling this options sends a notification to the requester when the request is updated by the editor.
Notify requester when intermediate editor is changed by technician: Enabling this option sends a notification to the requester when the intermediate editor is changed by the technician.
Notify old editor when he is removed from the responsibility: Enabling this option sends a notification to the old editor stating that he is removed from his responsibility.
Notify new editor when a request is waiting for update: Enabling this option sends a notification to the new editor that the request is awaiting for his/her update.
Edit the Service Request
If you are logged in to ServiceDesk Plus as the Editor, then the number of service requests that are awaiting your updated is shown in Request Summary -> Waiting Update. Clicking the numerical link takes you to the Request List view displaying all the requests that are Waiting for my update. Click the Subject link of the request to edit. In the Request Details page, click the Edit button. In the Edit form, specify the necessary details and click Update Request button. The Request is updated and the status is moved to Open.
The editor is allowed to edit the request only once. After editing a request, the Edit button will not appear when the status moves to Open.
If approval notifications are configured for the service request, then the notifications are sent to the approvers only when the status of the requets is moved to Open.