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.
Support Rep and Contact Tabs
By default, the template creation form has two untitled sections and a resolution section. The first untitled section is populated with default request properties and the second untitled section contacts Subject and Description fields. You add a new section, remove, or modify the untitled sections. The resolution section cannot be edited or deleted.
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.
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.
To edit a field, hover over the field and click edit icon. In the dialog-box that appears, you can do the following.
To delete a field, hover over the field and click delete button.
- You can also associate the template with specific support groups.
- Select Show to Contact to make the template visible to contacts.
- Fields Account and Name cannot be edited or deleted.
You can configure the contact view of the template independently or copy the support rep view by clicking Copy from Support Rep.
Workflow allows you to define approvals and configure tasks.
Choose either of the following.
- All approvers must approve
- Any of the approvers can approve
Choose either of the following.
- Automatically trigger tasks after Request creation.
- Automatically trigger tasks after Request approval.
- Manually trigger tasks under Request Details>>Tasks.
Add tasks by associating templates: Click Associate and select an existing template or choose New Task Template to create a new template and associate it.
Add dependencies: Click Dependencies to view dependency graph and create task dependencies.
Organize Tasks: To organize task order, click Organize and select tasks and move them using the up and down arrows as required.
Field and Form Rules
Field and form rules are executed during the following conditions: after a request form is loaded when some field in the form is changed and before a request form is submitted. The rules can be disabled or enabled, wherein the disabled rules will not be applied.
Types of Events Supported in Field & Form Rules
The following three types of events are supported:
On Form Load: This allows the rules to be executed when the request form is loaded. The rules defined on this event should contain at least one executable action. The actions will be executed after checking criteria; if no criteria is defined, the actions will be executed directly.
On Field Change: This allows the rules to be executed, when there is a change in the field value. The rules defined on this event should contain at least one executable action. The actions will be executed after checking criteria; if no criteria is defined, the actions will be executed directly. The rule will be applied on change of the field value mentioned in the rule.
On Form Submit: This allows the rules to be executed on submission of the request form. Here, "Execute Script" is the only action allowed for the event. The rules defined on this event should contain a valid script. The script will be executed after checking criteria; if no criteria is defined, the script will be executed directly.
Types of Users
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.
Execution of Rules
The rules can be executed on creating a new request, or on editing an existing request, or on both of the operations.
Types of Actions Supported in Field & Form Rules
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.
Copying Rules To Another Template
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.
Removing Fields from Request Form
Removing fields from a template automatically removes those fields from the rules defined in that template as well. After deleting the fields, if for some rule no criterion/action is left out, then that rule will also be deleted.
Creating a Rule
- Choose the event: On Form Load, On Field Change, or On Form Submit and click Create New Rule.
- Provide Rule Name and choose applicable users.
- Select Rule execution: On Create / Edit, On Create, or On Edit.
- Select event and corresponding field.
- Create one or more conditions based on the request fields or properties.
- Choose an Action from the existing set or choose a script.
- Finally, click Save.
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.