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 relevant form.
3. Now, provide Name and Description.
4. Configure the template according to your needs and click Save.
Configuring request template
You can configure the template for both support reps and contacts.
To add a new section, drag-and-drop your preferred section type from the left-side pane to the desired area in the form. The available section types are Single Column and Double Column.
To edit a section, hover over the section name and click edit icon. In the dialog-box that appears, you can do the following,
Change section name.
Change section type.
Add help text.
To delete a section, hover over the section name and click delete icon.
The new template form is populated with default request fields. To know more about default request fields, click here. You can edit, delete, or add a new field based on your requirements.
To add a new field, drag the preferred field type from the left-side pane to one of the sections of your choice.
Add relevant details.
Provide name for the field.
Checkbox: Holds personally identifiable information (PII)
To mark the field if it holds personally identifiable information.
Checkbox: Encrypt the Field
Check this to encrypt the field.
Add a relevant description.
Checkbox: Copy Description Content to Help Text
Check this to copy the description field content to help test content.
Add a help text.
Mark as Mandatory
To mark a field as mandatory.
Contact can set
Check this if contact can set the field value.
Contact can view
Check this if the field should be shown to the contacts.
Add a default value.
Provide a length in characters to allow only fixed length data.
Allow only Numbers
Mark a text field to allow only numbers.
To defined values. This is available for fields such as radio buttons, pick list, and multi-select fields.
Finally, click Save.
To edit a field, hover over the field and click edit icon. In the dialog-box that appears, you can do the following.
Add help text,
Select default value (if applicable),
Mandate a field
Modify whether contact can view or set values.
To delete a field, hover over the field and click delete button.
The rules can be applied to contacts or support reps or All users. However, the rules that are applied to contacts only will not be applied to support reps, and vice versa.
The rules can be executed on creating a new request, or on editing an existing request, or on both of the operations.
Show Fields : This action shows the fields in the request form, on which the action is applied.
Hide Fields : This action hides the fields in the request form, on which the action is applied.
Enable Fields : This action enables the fields in the request form, on which the action is applied. As a result, the user will be able to edit those fields.
Disable Fields : This action disables the fields in the request form, on which the action is applied. As a result, the user will not be able to edit those fields.
Mandate Fields : This action makes the fields mandatory in the request form, on which the action is applied. As a result, the user will not be able to submit the form without filling values for those fields.
Non-Mandate Fields : This action removes the mandatory properties of the fields in the request form, on which the action is applied. As a result, the user will be able to submit form without filling values for those fields.
You can copy one or more rules from one template to another, using copy rule action provided in Actions menu. While copying the rule, if a particular field does not exists in the other request template, then that field will not be copied. Also, if for a rule, no criterion/action can be copied, then that rule will not be copied.
View, edit, or delete request templates
All request templates are listed under request template configuration page. To access it, go to Admin>> Helpdesk Customizer>>Request Template.
To view or edit a request template, click the template name. To edit, make necessary changes and click Save.
To delete, select one or more request template using the checkboxes and click the delete icon.