Set up request categories for walk-through mode

Walk-through mode guides users through a graphical step-by-step process to submit a request. This is the default mode in Destiny Help Desk.

Note: To disable walk-through mode and use a single-page request form instead, you need the Manage Site Settings administrative permission.

Request categories are required with walk-through mode. You can customize each step to ensure administrators get the information they need, and the right people are assigned and notified of the request.

Request categories are a hierarchy with unlimited levels, and they inherit all parent request category fields.

Example: Say you have a top-level request category called Device/Hardware, with a custom field for "Have you tried restarting your device?". Any request categories nested within Device/Hardware will display the "Have you tried restarting your device?" field.

To add new request categories:

1. Select Settings > Manage Requests Types.
2. Next to the request type you want, click . The Request Categories page appears.

   

3. Click + Add New. The new category fields appear.

   

4. Enter a Name.
5. To make this a quick request, enter the Quick Request Name.

   Note: Adding a Quick Request Name lets users submit a request for common issues with one click.

6. To add an image:

   Note: This adds a visual icon to the category. The default image is a folder icon.

   1. Click + Choose.
   2. Select the desired image.
   3. Click Open.
7. To add a custom field:
   1. In the Unselected column, click the field you want to select.
   2. Drag and drop the field into the Selected column.
   3. To sort the categories in the Selected column, drag and drop in the desired order.
8. Click Save.
9. Drag and drop the new request category to the desired place in the Request Category hierarchy.

To copy request categories:

1. Select Settings > Manage Requests Types.
2. Next to the request type you want, click . The Request Categories page appears.
3. Find the category you want in the hierarchy, and click it.

   

4. The category fields appear. Click Copy.

   The Copy Category pop-up appears.

   

5. Enter a unique Name.
6. To Copy Sub-Catagories, ensure the toggle is on.
7. To Copy Fields, ensure the toggle is on.
8. Click Save.
9. Drag and drop the copied request category to the desired place in the Request Category hierarchy.