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 custom request types.
To create a custom request type:
1. Go to Admin>> Helpdesk Customizer>>Request Type.
2. Click Add Request Type to go to the relevant form.
3. Now, provide Name and Description.
4. Finally, click Save.
View, edit, or delete request types
All request types are listed under the request type configuration page. To access it, go to Admin>> Helpdesk Customizer>>Request Type.
Request properties are additional information about a request which aids in the automation of the request workflow. In this page, we will discuss the request properties in detail. Created By This refers to the user who has raised the request. Learn ...
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 ...
Add tags to a request in order to group them on a specific criteria. You can perform a global search for requests based on their tags. You can add up to 10 tags to a request. To add a tag to the request, open the request details page. Hover over Tags ...
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 ...
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 ...