The request form consists of required and optional fields of various types; required fields are marked with a dot next to the field name. Depending on the settings, some fields may be automatically pre-filled, with or without the option to edit them. The form’s content varies depending on the requests module settings and the permissions of the user creating the request (restricted access to certain fields).
When submitting a request, the form contains the basic fields required to create the record; the remaining fields and tabs will appear only after the record is saved.
Basic Information
If you are submitting a request as a user of with the customer type, or as an end user, the following fields may be available in the form for submitting a new request (depending on the CDESK system configuration):
- Company – The field is pre-filled with the company you have assigned. If you have multiple companies assigned (visible), clicking the icon > in the company row will display a window with a list of companies and the option to filter records.
- Request Name – a name that briefly captures the essence of the request being submitted. The request will appear under this name in the list of requests and in other CDESK modules linked to requests.
- Request Description – a field for entering request details, with the option to format text. Images can also be inserted into the field.
- Project Deal – selection from a list of project deals belonging to the selected company – selecting a project deal creates a link to the request. The linked request is also displayed in the project deal under Requests.
- Request type, service area – parameters that are preset for appropriate categorization of requests. If you see these items, select them according to your supplier’s recommendations.
- Solution team / Solution provider – this field is visible depending on the CDESK system configuration. Resolution Team or Resolution Team Member may already be preselected or hidden.
- Who Requested – the field is automatically pre-filled with the logged-in user (customer).
- Urgency – the field Urgency is accessible if your environment administrator has enabled the feature Determining Priority Based on Urgency and Impact. Based on urgency, the assignee assesses the priority with which they will address the given request. The assignee determines Impact of the request, and based on the combination of Urgency and Impact, CDESK automatically determines the request’s priority. If the function Determining priority based on Urgency and Impact is disabled, the customer directly determines the priority.
- Priority – information for the request assignee, which indicates, for example, the deal in which they should resolve the requests assigned to them. If the environment administrator has defined an SLA, changing the request priority may also result in changes to the request deadlines (response time and resolution time). If the environment administrator has enabled the Determining Priority Based on Urgency and Impact feature, the priority field is automatically pre-filled based on rules defined in the system.
- Response Time – Response Time (RT) – the deadline by which the assignee must respond to a request, such as changing the request status, adding a fulfilment, or posting a discussion entry.
- Time to Resolve – Time to Resolve (TTR) – the deadline by which the assignee must resolve the request. The deadline can be specified as a range from – to.
- Attachments – option to attach a file (e.g., an image or document). You can attach a file by either dragging it with the mouse onto this field or clicking on it to select a file from your computer. You can also add multiple attachments; a list of attached files will then appear below this field.
- Image preview – if you have included an image in the attachment, a preview of it will appear in this section after you save the request.
Items from the CMDB
It is also possible to assign items from the CMDB to a request. Objects can be assigned directly on the Basic data tab in the Items from CMDB section, or on the corresponding tab of the request form. The option to assign items from the CMDB to a request is available only if this option is enabled in the section Global Settings → Requests → Basic Settings → section CMDB Items.
The customer can only assign items to a request that are registered under the company for which the request is being created. After clicking the + Add item button, a modal window for selecting objects will appear. Items can be assigned by checking the box in the row of the desired item and clicking the Add button. If an SLA is recorded for the assigned item in the CMDB, the request will be governed by the object’s SLA—for this reason, the deadlines on the request will also change.
