Filling Out the Request Form
Once you access the request form, fill out the various fields using the pointers discussed below:
Field | Description |
Request Template drop-down list | Choose the required request template. This drop-down will be available if you have configured custom request templates. Learn more about this here. |
Name | Provide the name of the request. This is a mandatory field. |
Account | Select the contact's account from the drop-down list or enter manually. |
Request Properties | Provide the request properties such as Category, Subcategory, Item, Status, Level, Mode, Priority, Request Type, and Service Category of the request. Learn more about request properties here. |
Product | Choose the product associated to the request. Learn more about Products in SupportCentre Plus here. |
Support Rep | Choose the support rep to assign the request. |
Email IDs to Notify | Notify users (such as group head of the support rep) about all activities related to the request. |
Subject | Enter the subject of the request. This is a mandatory field. |
Description | Explain your request in detail. With the rich text editor, you can include pictures, links, and apply various formatting options to your description. |
Attachments | Attach files relevant to the request. You can attach upto 10 files to a request. |
Resolution | To add a solution to the request. This field is available in the new request form so that when a contact reports a new request, you can add the resolution and close the request. |
Once you have entered the required details, click Submit Request.
Here's a sample screenshot of a completely filled request form:
Related Articles
Request Template
SupportCenter Plus allows you to create request templates with pre-configured fields, properties, workflow, and rules. To configure a request template: 1. Go to Admin>>Helpdesk Customizer>>Request Template. 2. Click New Template to go to the ...Request Type
SupportCenter Plus offers two default request types namely, Incident and Request for Information. The former is used to create requests for errors, faults etc and the latter is used to get information such as help, how-tos etc. You can also create ...Request Mode
SupportCenter Plus offers multiple modes to raise requests. Based on the requirements, you can add custom modes for classification purposes. For example, if you have a web form in mobile app and website and you want them to be classified separately ...Request Status
SupportCenter Plus provides a set of default request statuses under two different types, In progress and Completed. You can also custom create new status under any one of the types. The default request statuses are as follows. Status Type Timer ...Request Custom Functions
Request custom functions can be used in business rules, request custom triggers, request life cycle, and request timer actions. Using custom functions, you can perform automated actions on requests, other modules, and external applications. Go to the ...