Manage request types

Help Desk users with the Manage Site Settings administrative permission can manage request types. You can also create custom fields.

1. Select Settings > Manage Request Types.

   

2. Next to the request type you want, click .

   

   The Manage Request Type page appears.

   

   Note: The Name and Classification fields cannot be changed.

3. Use the following table to manage request type features:

   Feature	Description
   Show space on the request form toggle	Enables the Space field on the request form.
   Default "Send Email" Notes Checkbox On toggle	Enables users to send an email when creating a note in the request.
   Default "Internal" Notes Checkbox On toggle	Enables users to record internal notes.
   Reopen Completed/Closed Requests when notes are addedtoggle	Enables a completed or closed request to be reopened when a note is added.
   Show in Menu toggle	Enables this request type to appear in the New Request and Menu drop-downs. Toggle off to make this request type only accessible via a custom form.
   Active toggle	Enables user to choose this request type. Toggle off to disable this request type.
   Use Walkthrough toggle	Allows for a step-by-step request form submission process. Toggle off to use a form view.
   Enable Auto-Closing Requests Due to Inactivity toggle	Enables requests to auto-close when there is no activity for a specified period of time. Note: When requests are auto-closed, an external note is added, stating, "This request has been automatically closed due to inactivity". To set how long a request will remain open with no activity, next to # Days to Auto-Close, select the desired number of days. Note: Activity can include status changes; notes, labor, and purchases added; and any field value change. To send an email when requests are automatically closed, select the checkbox.
   Enable Auto Time Tracking toggle	Select Yes to automatically enter the hours on the request, from when a user changes the status from In Progress to when they change it to Completed.
   Require Labor Hours Before Completing Requests toggle	Select Yes to require that labor hours be entered on each request before the request can be completed.
   Auto Approve Requests with No Approval Path toggle	Select Yes to automatically approve any requests without an approval path.
   Default Request Completion Days	To automatically add a 'complete by' date to requests if a requested completion date is not entered, enter the number of days this request should take to complete after it is submitted.
   Show Requested Completion Date drop-down	Allows users to enter a requested completion date. You can select: Admin Only All Users No: Hides the completion date for all users. Required: All users must enter a requested completion date.
   Include Labor Notes in Emails drop-down	To send email notifications when labor notes are added, select who will receive email notifications: Yes for all users Internal Only for Admin users No for no users
   Additionally Notify Permission drop-down	Select who can add additionally-notified users to a request: Hide Field Admin Only All Users
   Use Specific Room/Area drop-down	Select Yes if you would like a room/area to be required on a request.
   Show Time Room/Area is Available drop-down	To have users submitting a request enter a time when a room or area is available, select any of the following: Not Required: Optional Required No: Hide this field from the form.
   Show Priority on Request Form drop-down	Allows users to see the Priority filter on the Request form. You can select: Admin Only All Users
   Default Space drop-down Note: Only applies to email-submitted requests and custom form submissions. There is no impact on regular request submissions.	For emailed requests: If the user does not have a default space in their profile, this default space is used. For custom forms: If a space is not a field on the custom form, this default space is assigned.

4. To make a custom field required, do the following:

   1. Select the field name from the drop-down.
   2. Click the Manage Fields icon .
   3. Next to the field you want to make required, click.
   4. Select the Required checkbox.
   5. Click Save, and then click Close to go back to the Manage Request Types page.
5. Do any of the following:
   • Click Save.
   • Click Save & Add.
   • Click Cancel.