Configuring Level
Request level is a measure to indicate the complexity of a request.
For example, if the received request just has some information and does
not require any action to be taken, then it can be classified as Level
1. If there is a minor level action, such as providing the contact some
tips to resolve the issue, then it can be classified as Level 2, and so
on. To open the request level configuration page
- Login to the SupportCenter Plus application using the user
name and password of an admin user.
- Click the Admin tab in the header pane.
- In the Helpdesk block, click the Request Form Customizer
icon
. The next page displays the list of request form attributes
that can be customized on the left menu and the category list page.
- Click Level from the left menu. The Level List
page is displayed. You can add, edit, or delete the request levels.
Add Level
To add a request level
- In the Level List page, click Add New Level
link at the top right corner.
- In the Add Level form, enter the level Name.
If you want, you can enter the level Description also. Please note
that you cannot add two levels with the same name. Each level needs to be
unique.
- Click Save. The new level gets added to the already
existing list.
If you want to add more than one level, then instead of clicking Save,
click Save and add new button. This adds the new level and reopens
the add level form.
At any point, if you decide not to add the new level, then click Cancel
to get back to the level list. Clicking the View List link on the
top right corner of the add level form will also take you to the level
list view.
Edit Level
To edit an existing level
- In the Level List page, click the edit icon
beside the level name that you wish to
edit.
- In the Edit Level form, you can modify the name and
description of the level.
- Click Save to save the changes. At any point, if you
wish to cancel the operation that you are performing, click Cancel.
Even while editing a level, if you wish to add new level, then click
Save and add new button instead of clicking Save button after making
the changes.
Delete Level
- In the Level List page, click the delete icon
beside the level name that you wish to
delete. A confirmation dialog appears.
- Click OK to proceed with the deletion. If you do not
want to delete the level, then click Cancel.
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