Request Form Customizer

The Request Form Customizer helps you to create a tailor-made Request Form to ensure that the users submit all the required information along with the request. The Help Desk technician can design a customized Request Form of his own that suits his needs.

To customize the request form,

1. Log in to the ServiceDesk Plus - MSP application using the user name and password of an admin user.

2. Click the Admin tab in the header pane.

3. In the Helpdesk block, click the HelpDesk Customizer icon. This opens the Configuration Wizard page.

4. Click the Request Form Customizer block at the left side of the page under the HelpDesk block. This opens Request Form Customizer page.

The request form can have,  

• Certain important fields as Mandatory : All the must-have information that the technicians will require to resolve the request is defined as Mandatory.

• Certain fields the Requester can Set: Any optional information to be provided by the requester is selected as requester can set field.

• Certain fields that the Requesters can View: The fields that can be only viewed and cannot be edited or set by the requesters is selected as requesters can view field.  

Example: When you customize the request form, you can define

• Title & Name of the request can be selected as Mandatory field.
• Contact Number of the requester can be selected as Requester can Set option.
• Mode can be selected as Requesters can View option. Say if the Help Desk manager wants the request to be sent only through email and not through any other mode then the technician can select mode to be as Requesters can View option.  

There are four blocks of information to be provided in the request form, the Help Desk manager can customize the fields based on his needs and priority. The first block is the Request Details.

1. In the request details block Status, Level, Mode & priority are the available fields.

2. Select the corresponding values from the combo box.  

3. Select the options to customize the form by enabling the relevant check box.

The Second block is the Owner Details block,

1. In this block Group & Technician are the available fields,

2. Select the corresponding values from the combo box.

3. Select the options to customize the form by enabling the relevant check box.

The Third block is the Requester Details block,

1. In this block Name,Contact Number,Department & Workstation ID are the available fields,

2. Select the name from the requester list by clicking the requester list icon. This is a mandatory field. On selecting the name, contact number & department fields gets filled automatically.

3. Select the Workstation ID from the combo box.

4. Select the options to customize the form by enabling the relevant check box.

The fourth block is the Category Details block,

1. In this block, Category, Sub-Category, Items, Subject & Description are the available fields,

2. Select the corresponding values for the fields from the combo box.

3. Specify the title for the form in the Subject field. This is a mandatory field.

4. Select the options to customize the form by enabling the relevant check box.

Click Save, to save the settings.

Click Save and Preview, to save and see the preview of New Request form for Requester login.