Request Templates

Request Templates are created for the most frequently raised requests so that the request can be accessed and raised instantly. The template is configurable to suit individual request which may require different fields in the form layout. The fields in the template can be pre-filled with values.

Before you begin with the Request Template customization, you need to configure the request additional fields, if you require any additional fields to appear in the request template. The additional fields can be configured in Request - Additional Fields and the fields configured will be available under Field Visibility for customizing the request form.

To access the request template,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Request Template icon in the Helpdesk Settings block. The Request Template list view page opens. From this page you can add, edit, delete and set a request template as default.

• Creating Request Template

• Setting Template as default

• Edit Request Template

• Delete Request Template

Creating Request Template

Click on Add New Template link. This opens the add request template form view for the support rep. The template form consists of four blocks namely, Header, Field List, Field Visibility and Form Design.

• Header: The header consists of the Template Name and Description along with the options to enable the template to support rep or contacts.

• Field List: The field list consists of the fields that are detached from the Field Visibility and Field Design. You can drag and drop these fields back into the canvas.

• Field Visibility: This option allows to control the visibility of fields that will appear on the Request Details page. You can also drag and drop to rearrange the fields.

• Form Design: This section decides the form look, and consist of drag and drop area.

Field Visibility

While customizing the request form, the field visibility option allows you to determine the required fields to be visible on the Request Details page. This option prevents the user from viewing the fields which you do not wish to show it to the user, while creating the request in the New Request Form. Select the fields for the template under Field Visibility to make them visible on the Request Details page and also to customize the New Request form.

You can select the fields to customize the template for both Support Rep view and Contact view. To select fields, click Contact View and drag and drop the fields from the Field List. The field can be placed only in the highlighted grey area as shown below. To hide the field, click the Remove Field icon . You can also drag and drop to rearrange the fields that will appear on the Request Details page. Click Save on setting the Field Visibility. The same way field visibility can be set for Support Rep View.

Note: The fields such as Status, Created Date, Responded Date, Response DueBy Time, Time Elapsed, Due Date, and Completed Date will be available by default in Support Rep View and cannot be removed from the request form.

Form Design

The form layout is customized by rearranging the fields, removing fields and setting the field properties in the canvas. The fields selected under Form Design decide how the the fields will appear on the New Request form.

Note: The fields selected under Field Visibility will only be available under Form Design for customizing the request form for support reps and contacts.

Rearranging Fields in canvas

To rearrange fields in the canvas, drag the field and place it over an empty cell as shown in the image. These field can be placed only in the highlighted grey area. The request details, owner details, contact details and category details can be moved as a whole block.

Setting Field Properties

You can set the field properties, that is, mark the field as mandatory or remove the field from the canvas. Thus you can customize the entire form by retaining only the relevant fields in the canvas for a template.

To customize the form,

1. Hover over the field, an Edit Field icon and Remove Field icon appears.

2. To mark a field as mandatory, click the Edit Field Properties icon. Enable Mandatory check box. The field is symbolized as mandatory *.

3. To mark a field as read-only, click the Edit Field Properties icon. Enable Read-Only check box. The field is set read-only and cannot be edited.



Note: You can either mark the field as mandatory or mark as read-only.

4. Click Remove Field icon to remove the field from the canvas. The detached fields are added under the Field List.

Drag and Drop Fields from Field List

The fields removed from the canvas are listed in the Field List. To add these fields in the canvas, drag the field from the Field List and drop it onto the canvas. The drop areas is highlighted. The dragged field can be dropped only in the highlighted area.

On customizing the form layout, you can pre fill the fields with values. Click Save. The template is added to the available list in the Request Template list view page.

At any point, if you do not wish to add the Request Template and would like to get back to the list view page, click Cancel. Clicking the View List link on the top right corner of the Request template form will also take you to the Request template list view page.

Setting Template as Default

The newly added request template is added in the list view. From this page, you can set a request template as default i.e., when you want to create a new request, the default request template form appears. Also, you can disable the template visibility for the support rep or contacts.  

To set a template as default, click Set this as default link beside the template name as shown. The default template is symbolized with icon.

Note: If no template is selected at the time of request creation, the template which is set as default is applied. The default template will also be set to requests created via Email. API and Twitter.

To disable the template visibility for the support rep or contact, click the Edit link -> Disable This Template option. The disable template is indicated with icon. To enable the template, click the Edit link -> Enable This Template option. The enabled templates are indicated with icon.

Editing Request Template

1. In the request template list view page, click on the Edit icon beside the template you wish to edit.

2. The Request Template form opens with the values pre-filled while creating the template.

3. Modify the details and Save the changes.

Deleting Request Template

1. In the request template list view page, click on the Delete icon beside the template to delete.

2. A confirmation message appears.

3. Click Ok to proceed. The request template is delete from the list.