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Meaning of the fields in the request template form

The form for creating a request template contains required and optional fields of various types. The form is divided into several sections, which are organized into separate tabs:

  • Basic Information
  • Link to Tile
  • Assigned Companies
  • Visibility

Basic information on the request form

This tab contains the basic information needed to create a template and, later, the request itself. Some items can be enabled and used optionally. Required items are marked with a dot next to the name.

For clarity, the request template form is divided into several sections based on the type of setting. At the beginning of the form, there are fields for so-called general/basic information about the template.

Figure: Basic information on the request template
  • Request template name – the name under which the template will be displayed in the catalogue of requests
  • Use template name as new request name – if the switch is turned on, the template name will be used when creating a new request
  • Request description – used as the description of the request created from the catalog (editable)
  • Note – text field for entering a note about the request template. This field is only visible in the list of request templates. It is not displayed directly on the created request.
  • Display contact details in forms – when this option is enabled, icons for accessing the contact details of the selected user will appear at selected locations in the request form. Summary contact information, email, phone, and mobile number are displayed (if they are filled in the user’s account).
  • Where to display contact details – this field appears when the “Show contact details in the form” option is enabled. Option to select where the selected user’s contact details will be displayed; available options include the “Assignee,” “Who is requesting,” “For whom,” or displaying information in the footer.
  • Approval before resolving a request – if you need requests created from this template to be subject to approval, select the available approval rules from the dropdown menu. This approval process is triggered automatically after a request is created. If no rules are offered, you must first enable Approval of requests from the catalog in Global Settings → Requests → Request Catalog and then create a rule in Approval → Approval Processes.
  • Approval During Request Resolution – if approval is sufficient only after the request reaches a certain status, you can configure approval to occur during the resolution of the request. The selected rules are applied once the generation condition is met, for example, after the request status changes to Completed or after all tasks on the request are completed.

Setting request statuses in a template

In this section, you can restrict the statuses that can be set for a request.

  • Restrict status selection – the available options are:
    • No restriction – a request created from this template will not have a restricted selection of request statuses. All statuses enabled in Global Settings → Requests → Request Statuses will be available for the request.
    • Limit to listed statuses – selecting this option will make a field available for selecting request statuses that will be available for a request created from this template. The available statuses are those enabled in Global Settings → Requests → Request Statuses.
Figure: Setting request statuses in the request template

Setting the request type in the template

In the next section, you can enter and configure information regarding the request type. These settings are displayed only if the “Request Service Areas” option is enabled in Global Settings → Requests → Request Types and Service Areas.

Figure: Setting the request type in the request template
  • Type selection restriction – available options are:
    • No restriction – a request created from this template will not have a restricted selection of request types. All service areas defined in Global Settings → Service Types and Areas will be available on the request.
    • Limit to listed types – selecting this option will make a field available for selecting the request types that will be available for a request created from this template.

In the column Visibility and Editing When Creating a Request, you can configure whether the values pre-filled from the template can be modified when submitting a request using that template. The following options are available:

  • All users – any user will be able to change the pre-filled values that are populated when creating a request based on the template settings.
  • Operator, Administrator – pre-filled values that are populated based on template settings when creating a request can only be modified by users belonging to the Operator or Administrator groups.
  • Do not allow edits – pre-filled values cannot be changed
  • Assignee, Operator, Administrator – pre-filled values that are filled in when creating a request based on template settings can only be changed by users belonging to the Operator or Administrator groups, or by the assignee of the given request.
  • Administrator – only users belonging to the Administrator group will be able to change the pre-filled values that are filled in based on the template settings when creating a request.

In the column Editing when modifying a request, you can specify which fields—pre-filled based on a template—will be editable after the request is saved, provided the request was created from a template. The following options are available:

  • All users – pre-filled values that are filled in based on the template settings can be changed by any user after saving the request.
  • Operator, Administrator – pre-filled values that are filled in based on the template settings; only users belonging to the Operator or Administrator groups will be able to change them after the request is saved.
  • Do not allow edits – pre-filled values cannot be changed
  • Assignee, Operator, Administrator – pre-filled values based on template settings can only be changed after saving the request by users belonging to the Operator or Administrator groups, or by the employee assigned to the request.
  • Administrator – pre-filled values that are populated based on the template settings can only be modified after the request is saved by users belonging to the Administrator group.
  • Default Request Type – allows you to select the type that will be automatically populated when creating a request. The default value on the request can be changed based on the template settings. This setting is available regardless of whether the selection of request types is restricted or not. If the selection of types is not restricted, you can set any request type defined in CDESK as the default type. If the type selection is restricted, you can only set the listed types as the default.
  • Visibility – the following options are available:
    • Normal – the default selected value. A request created from this template will have standard visibility set by default, i.e., it will be visible to customers as well.
    • Internal – a request created from this template will have internal visibility set by default. With internal visibility, the request will not be visible to customers.

Configuring service areas in a template

This section allows you to enter and configure data related to service areas on the request template. The following settings are displayed only if the “Request service areas” option is enabled in Global Settings → Requests → Request Service Types and Areas.

Image: Configuring service areas on the request template
  • Service area selection restrictions – available options:
    • No restrictions – a request created from this template will not have restricted service area selection. All service areas defined in Global Settings → Service Types and Areas will be available on the request
    • Limit to listed areas – only selected areas will be available on a request created from this template. It is also possible to select a second-level area for the selected area. You can remove a selected area by clicking the x icon next to the service area name.

In the column Visibility and Editing When Creating a Requestyou can configure whether the values pre-filled from the template can be modified when submitting a request using that template. The following options are available:

  • All users – any user will be able to change the pre-filled values that are populated when creating a request based on the template settings.
  • Operator, Administrator – pre-filled values that are populated based on template settings when creating a request can only be modified by users belonging to the Operator or Administrator groups.
  • Do not allow edits – pre-filled values cannot be changed
  • Assignee, Operator, Administrator – pre-filled values that are filled in when creating a request based on template settings can only be changed by users belonging to the Operator or Administrator groups, or by the employee assigned to the request.
  • Administrator – only users belonging to the Administrator group will be able to change the pre-filled values that are filled in based on the template settings when creating a request.

In the column Editing when modifying a request, you can specify which fields—pre-filled based on a template—will be editable after the request is saved, provided the request was created from a template. The following options are available:

  • All users – pre-filled values that are filled in based on the template settings can be changed by any user after saving the request.
  • Operator, Administrator – pre-filled values that are filled in based on the template settings; only users belonging to the Operator or Administrator groups will be able to change them after the request is saved.
  • Do not allow edits – pre-filled values cannot be changed
  • Assignee, Operator, Administrator – pre-filled values based on template settings can only be changed after saving the request by users belonging to the Operator or Administrator groups, or by the employee assigned to the request.
  • Administrator – pre-filled values that are populated based on the template settings can only be modified after the request is saved by users belonging to the Administrator group.
  • Default region – the selected region / 2nd level will be pre-filled on the request. This setting is available regardless of whether the selection of service regions for requests is restricted or not. If the selection of service areas is not restricted, you can set any service area defined in CDESK as the default area. If the selection of service areas is restricted, you can only set the listed areas as the default area.

Configuring CI selection on a template

In this section of the form for creating a request template, you can configure how to select objects from the CMDB configuration database. You can choose one of the following options:

  • Depending on the settings for the service area / global settings – the selection of configuration items (CIs) in the request will be governed by the selected service area or global settings.
  • Disabled – selecting CI objects on a request will not be possible
  • Optional – selecting CI objects on a request will be possible, but it will be possible to save the request without selecting an object.
  • Required – selecting CI objects on a request will be required. The request cannot be saved unless the user selects a CI.

Settings related to CI selection on a template also include the option Run QR/barcode scanner on mobile devices after tapping the tile – when this setting is enabled, the barcode scanner will automatically launch after loading the template to retrieve additional information.

Image: Configuring CI selection on the request template

Setting the facility and location on the template

In this section, you can specify whether the selection of a facility and location is required on a request.

  • Facility selection – the following options are available:
    • According to global settings – the selection of a facility on a request from a given template will be applied according to global settings; the facilities and locations defined in the CMDB configuration database will be selected.
    • Disabled – the facility selection will not be available on the request
    • Optional – the facility selection on the request will not be mandatory; the facilities and locations defined in the CMDB configuration database will be available for selection.
    • Mandatory – Selecting a facility and location from a given template will be mandatory; the selection will be limited to facilities and locations defined in the CMDB configuration database.
Image: Setting the facility and location on the request template

Configuring reasons for closing a request in a template

In this section, you can limit the selection of termination reasons on a request.

  • Limit the selection of termination reasons – the following options are available:
    • No limit – a request created from this template will not have a limited selection of termination reasons. All termination reasons defined at Global Settings → Requests → Basic Settings will be available on the request.
    • Limit to listed reasons – only selected termination reasons will be available on a request created from this template. The termination reasons defined in Global Settings → Requests → Basic Settings are available for selection.
Image: Configuring request termination reasons in the request template

Configuring resolution methods when closing a request in a template

In this section, you can restrict the selection of resolution methods when closing a request created from a template.

  • Restrict the selection of resolution methods when closing a request – the following options are available:
    • No restriction – a request created from this template will not have a restricted selection of resolution methods when closing the request. All methods defined in Global Settings → Requests → Basic Settings will be available on the request.
    • Limit to listed methods – only selected resolution methods will be available on a request created from this template. You can choose from the methods defined in Global Settings → Requests → Basic Settings.
Figure: Configuring resolution methods when closing a request in the request template

Setting the reasons for a request in a template

In this section, you can limit the selection of causes for a request.

  • Limit cause selection – the following options are available:
    • No limit – a request created from this template will not have a limited selection of causes. All causes defined in Global Settings → Requests → Basic Settings will be available on the request.
    • Limit to listed causes – only selected request causes will be available on a request created from this template. You can choose from the causes defined in Global Settings → Requests → Basic Settings.
Figure: Setting the reasons for the request in the request template

Configuring Basic Fields

In this section, you define the basic properties for a request that will be created using the template you have created.

Figure: Configuring user fields on the request template
  • Company – click to view companies assigned to the template, with the option to restrict access when creating or editing a request
  • Priority – select the priority of requests enabled in Global Settings → Requests → Requests. The priority selection will affect request deadlines if an SLA is defined. It is also possible to set whether this parameter will be editable in the template and in the request, editable by the assignee, operator, or administrator, or not editable at all.
  • Assignee Group – this option is displayed only when the enabled function Limit assignee selection by assignee group. The selected researcher group will be pre-filled on the request created from this template. When enabled, the researcher selection is divided into two fields – required researcher group and optional researcher. The “Assignee” field displays only assignees belonging to the selected assignee group. Visibility of requests is managed through the assignee group, and notifications can also be configured. This setting is beneficial for companies where requests are handled in teams. This feature is disabled by default. Enabling this in the system causes permanent changes, and disabling it is only possible through a PAID service.
  • Assignee – selection of the request assignee. If you have the function enabled Limit assignee selection by assignee group, only assignees from the selected assignee group will be offered. In this case, selecting a researcher is not mandatory. It is also possible to set whether this parameter will be editable in the template and in the request, editable by the researcher, operator, or administrator, or not editable at all.
  • Prefer Assignee – available options include:
    • Request Template – when creating a request, the assignee set in the template is pre-filled on the request.
    • Service Area / Request Template – when creating a request, the resolver set for the service area specified in the template will be pre-filled on the request. Assigning a resolver to a service area can be done at Global Settings → Requests → Service Types and Areas. If no service area is set on the template, or if the selected service area has no assigned assignee, the request will default to the assignee set for that template.
    • Logged-in Assignee / Request Template – When creating a request, the currently logged-in user is pre-filled on the request. However, they must be a member of the Worker group. If the currently logged-in user is not a member of the Worker group, the requester set in the template will be pre-filled on the request.
    • Logged-in requester / Service area / Request template – When creating a request, the currently logged-in user is pre-filled on the request. However, they must be a member of the Worker group. If the currently logged-in user does not belong to the Worker group, the requester set for the service area selected on the given template will be pre-filled on the request. If no service area is set on the template, or if the selected service area has no assigned assignee, the assignee set for that template will be selected on the request.
    • Administrative Assignee from CI / Request Template – If a CI configuration object with an assigned administrative assignee is selected in the template, that assignee will also be pre-filled as the request assignee. If the selected configuration object does not have an administrative resolver set, the resolver predefined for the given template will be pre-filled on the request.
    • Administrative Handler from CI / Service Area / Request Template – If a CI configuration object is selected in the template and it has an administrative handler assigned, that handler will also be pre-filled as the request handler. If the selected configuration object does not have an assigned administrative resolver, the resolver predefined for the service area on the template will be pre-filled on the request. If the service area also does not have an assigned resolver, the resolver predefined for the template will be pre-filled on the request.
    • Technical Assignee from CI / Request Template – If a CI configuration object is selected on the template and it has a technical assignee assigned, that assignee will also be pre-filled as the request assignee. If the selected configuration object does not have a technical assignee assigned, the request will be pre-filled with the assignee predefined for that template.
    • Technical Assignee from CI / Service Area / Request Template – If a CI configuration object is selected in the template and has a technical assignee assigned, that assignee will also be pre-filled as the request assignee. If the selected configuration object does not have a technical resolver assigned, the resolver predefined for the service area on the template will be pre-filled on the request. If the service area also does not have a resolver assigned, the resolver predefined for the template will be pre-filled on the request.
    • First resolver assigned to the company / Request template – ?
  • Change after response deadline missed to – if the assigned assignee, or any of the assignees in the assigned group of assignees, misses the request response deadline, the request will be assigned to another assignee or group. If you do not want the request to be assigned to another assignee after the response deadline has been missed, leave this field blank. This field can be enabled at Global Settings → Requests → Basic Settings. It is also possible to set whether this parameter will be editable in the template and in the request, editable by an operator, assignee, or administrator, or not editable by anyone.
  • Helper assignees – you can add additional, so-called helper assignees, or groups of assignees to the request assignee, who will have access to edit the request and will also be notified of changes to it. The Helper assignees field can be enabled in Global Settings → Requests → Basic Settings. It is also possible to set whether this parameter will be editable in the template and in the request, editable by the researcher, operator, or administrator, or not editable at all.
  • Responsible Person – a responsible person can be assigned to the request, who can, for example, decide on the implementation of the request. The Responsible Person field can be enabled at Global Settings → Requests → Basic Settings. It is also possible to set whether this parameter will be editable in the template and in the request, editable by the operator, assignee, or administrator, or not editable at all.
  • Project Deal – setting the request to select a project deal in the request from the given template. It is also possible to set whether this parameter will be editable in the template and in the request, editable by an operator, assignee, or administrator, or not editable at all.
  • Who requested – in the request, you can specify the person who requested the submission of the given request. The person can be selected from all CDESK users, users assigned to the company, from the contact directory, or entered as free text. It is also possible to set whether this parameter will be editable in the template and in the request, editable by the operator, assignee, or administrator, or not editable at all.
  • For whom is the request being made – allows you to select the person for whom the request is being made. The person can be selected from all CDESK users, users assigned to the company, from the contact directory, or entered as free text. It is also possible to set whether this parameter will be editable in the template and in the request, editable by the operator, assignee, or administrator, or not editable at all.

Setting request deadlines in a template

In this section, you specify which deadlines will apply to a request created from this template; you can also specify whether these deadlines are mandatory or optional. Within the template, you can set:

  • Deadline for assigning a assignee
  • Response deadline
  • Deadline for providing an alternative solution
  • Completion deadline

For each of the terms listed, you can specify whether its use in a request is mandatory or optional, whether it is applied based on global settings, or whether it is not applied at all in requests based on that template (the term will be disabled).

Image: Setting request deadlines

The last section of the form allows you to add custom fields to the request template. You can choose from several predefined fields or use the option to define your own custom fields. Given the complexity of this functionality, we provide a detailed description along with illustrative examples in a separate section of the documentation: Custom fields on the request template.

Figure: Configuring user fields on the request template
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