List of Request Templates | CDESK Documentation

Request templates are available in the main menu under Requests / Request Templates. If the Requests item is not found in the menu, a user with sufficient permissions must enable the Requests module at Global Settings – > Requests – > Requests, or check whether the user has been assigned permissions to use this module at Users and Groups – > Users.

The header of the request template list window displays the number of records shown out of the total, and also contains controls for easy navigation to the request catalog settings, creating a new record, searching using an advanced filter with the option to save it.

Below is a list of templates based on the currently set filter or search results. Using the icon , in the last column of the list table, you can customize the column display by selecting which columns will appear in the list and also by specifying their order. You can also freely adjust the width of each column displayed in the list by clicking on the area between the columns and dragging it to the right or left to the desired width.

There are currently 19 available columns to choose from:

Number
Name
Note
Assignee
Co-assignees
Responsible person
Change after missed response to (resolver)
Default request type
Default 1st-level service area
Default 2nd-level service area
Priority
Approval before request resolution
Link to a tile from the request catalog
Company by type
Assigned companies
Visibility – Job positions
Visibility – User groups
Who is requesting field
For whom is requesting field

Confirm your selection of columns (along with their order) by clicking the Savebutton in the corresponding table column selection window.

Below the list are buttons for exporting settings, known as Settings report and XLSX export of the template list. In the lower right corner, there is pagination for a clearer view and easier navigation within the list.

Searching and filtering in the list of request templates

For an effective search, you can use the Search field located above the list of request templates. This so-called full-text search searches the following columns:

ID
Name
Note

If you need to search for requests based on multiple criteria, you can use the advanced search filter, which you can access by clicking the + button next to the Search field. In this filter, you can specify specific search conditions for the following columns:

Any column
Name
Service area
Note
Assignee
Assignee group
Request type

Depending on the column type, you can choose between “contains” or “does not contain” conditions for the search term or part of it; for dropdown lists, select one of the available values. You can freely combine and expand search conditions using the logical operators AND (and) and OR (or). You can save frequently used or otherwise specific filtering conditions with a name of your choice, and they will be available with a single click above the list of request templates for future use.

You can read more about working effectively with filters in CDESK in the text Search and advanced filters.

Export the list of request templates and the settings report

To export a list of created request templates, click the XLSXbutton below the list of templates. Clicking this button will open a new window where you can select the columns to export. If you want to export all columns, you do not need to select them individually. Clicking the icon in the Available columns section will move all columns to the Selected columns section. The order of the columns in this list determines their order in the export. You can change this order as desired. If you want the columns in their default order, click the icon above the column list, and the columns will be sorted. You can also select columns to be pinned for XLSX by clicking the icon in the corresponding row.

Currently, 49 columns can be exported:

Number

Name

Description

Note

Approval before resolving the request

Approval during resolution of the request

Status selection restriction

Type selection restriction

Request type – editing during creation

Request type – editing during modification

Default request type

Restriction on area selection

Service area – editing during creation

Service area – Editing during modification

Default service area, 1. Level

Default service area, 2. Level
Selecting an object from the CMDB
Allowed items from main groups and types
Restricting the selection of closure reasons

Restricting the selection of resolution methods when closing a request

Restricting the selection of causes

Priority

Priority – editing during creation

Priority – editing during modification
Assignee

Resolver – editing during creation
Resolver – editing during modification
Change after missing a response to (assignee)
Prioritize assignee
Co-assignees
Co-assignees – editing during creation
Co-assignees – editing during modification
Responsible person
Responsible person – editing during creation
Responsible person – editing during modification
Assignment deadline for the assignee
Response deadline
Deadline for providing an alternative solution
Completion deadline
Custom fields
Custom fields – subject to approval
Link to a tile from the requests catalog
Work orders
Companies by type
Assigned companies
Visibility – Job roles
Visibility – User groups
Who is requesting field
For whom is requesting field

After selecting the columns, create the export by clicking the Export button, which is located in the upper-left corner and also in the lower-left corner of the window. After clicking, you will be prompted to select a file location on your local device. Selecting Cancel will return you to the list of templates without generating the export.

The format of time-related data in the report (such as the completion deadline) depends on the settings for Date display format and Time display format in your profile.

Export settings report

The settings report provides an overview of which assignees are assigned to specific categories of request templates (i.e., categorization based on the request catalog tree). You can also view an overview of the work orders generated for individual templates or assigned service areas.

To generate a report on request template settings, click the Settings report button below the list of templates. After clicking, you will be prompted to select a file location on your local device.

The table currently contains 9 columns: