Settings related to request types, categories, and service areas are available under Global Settings → Requests → Types, Categories, and Service Areas. Only users with administrator permissions can access these settings; other users can access them only if they have the appropriate permissions. Through these settings, you can define and edit dropdown lists for request types, service areas, and request categories. For clarity, these settings are divided into separate sections:
- Request Types
- Request Service Areas
- Request Categories
Types of requests
Request types allow requests to be categorized into groups based on their focus—request types represent the primary classification of requests. The ability to define request types is only available if the Request type selection option is set to Optional or Mandatory. If this option is disabled, it is not possible to select a request type in the request, nor is it possible to configure the list of types. The display of the request type option for users is controlled by permissions.
The defined list of request types is displayed in a clear table. The system automatically includes predefined basic types, which can be edited as needed. To define a new request type, click the + Add button below the list of types. To create a new type, you must fill in at least one of the language versions. A row for a new request type that has just been added but not yet saved can be deleted by clicking the icon 
in the corresponding row. After saving, an unwanted type can only be disabled by setting the toggle to the off position. The order of types can be adjusted by clicking and dragging the icon at the beginning of the row for the relevant type.
For each request type, the following settings can be configured:
- Enable/disable status – types for which the toggle is set to disabled will not be offered in the request
- Color – in this column, you can assign any color to each type (by selecting from predefined colors or entering a custom color). After assigning a color, such a request in the list of requests will be marked with the color corresponding to the type to which it belongs. Selecting a color is not mandatory. You can set the color by clicking on the corresponding field in the type’s row. Clicking opens a modal window for color selection. Save your selection by clicking the “” or “” button.
- Default – if the type is marked as default, this type will be automatically pre-filled when creating a new request. Clicking on the column header will remove the default type selection.
- Operator – when this option is selected, the corresponding type will be available for selection by users of the Operator type. For users of the Assignee type, all request types are available, regardless of settings.
- Customer account – for users of the Customer account and Easyclick account only the selected request types will be available when creating a request
- Recurring request – the selected types will be available in recurring requests
- SMS notifications – when this option is selected, an SMS notification will be sent to the specified recipient. Notification recipients can be defined in the section Global Settings → Notifications → Basic Settings → CDESK Notifications section → Requests section – by adding the role User for the request type.
- Notification Recipients – this column displays the number of notification recipients configured for the relevant request type. You can configure notification recipients by clicking the icon
and selecting from available groups, users, or roles. A notification is sent only if it is also configured in the global settings (under Global Settings → Notifications → Basic Settings → CDESK Notifications section → Requests section). For the selected action, add the role User for the request type and enable the desired notification method.
Service Areas and Requests
Service areas allow requests to be assigned more precisely based on their focus. Using a two-level system, it is possible to specify not only the main area but also the sub-area to which the request relates. For each area, you can set an assignee, a due date, items from the configuration database, or notifications, or make them available based on the selected request type.
At the beginning of the section, you can configure Service area selection on the request as Optional or Required. If set to Disabled, service areas are not available (neither in global settings nor on the request). The same options are also available for the setting for Level 2 – when Level 2 is disabled, it is not possible to define Level 2 regions, and this option is also not available on the request. Otherwise, it is possible to set the Level 2 selection on the request to Optional or Mandatory.
Central Service Area Directory
All defined service areas are accessible via Central Code List, which is available in the section Global Settings → Requests → Service Types, Categories, and Areas, in the section Request Service Areas. If the button Central Code List does not appear, set the value in the field Service Area Selection to Optional or Required.
The central directory serves as a so-called Repository of defined service areas. Clicking on it opens a window where you can create new first- and second-level service areas or hide them from the service area selection menus by toggling the switch to the “off” position (
).
Practical tip: We recommend defining service areas directly in the Central Master List and then selecting from these defined areas in the settings. The selection will only offer service areas that you have not yet selected. This procedure ensures that no duplicates are created; instead, you will create a clear list of service areas in one place.
To define a new service area, click the + Add button at the end of the list. After clicking, a new row will appear where you must enter the name of the service area (it is not mandatory to fill in all language versions). If the 2nd level is enabled, individual second-level entries are added by clicking the + icon at the beginning of each first-level service area row. The method for adding and creating records for second-level service areas is identical to that for the first level. Changes are saved by clicking the Save button.
After defining the service areas, you can specify in the global settings which service areas will be enabled for use within requests. To select a service area, click the + Add button in the Request Service Areas section. After clicking, a modal window will appear with a list of service areas that have been defined in the central directory and that have not yet been selected within the service area settings for requests. At the end of the list, a row appears for defining a new service area, which you can add by entering its name and clicking the + Add button in the row with the new service area. The service area created in this way is automatically added to the Central Directory of service areas. Service areas that should not be offered when creating or editing a request can be removed from the list of service areas by clicking the icon. Removed service areas remain available in the central directory, from where you can add them again. In this section, you can also edit the name of the service area.
After assigning service areas from the central directory, you can select as the default service area. The service area marked as Default will be automatically pre-filled when creating a new request. You can select one first-level service area and at most one second-level service area for each first-level service area. Click the column header to remove the default service area selection.
Assigning assignees to a service area
For each service area (both Level 1 and Level 2), you can configure default and assigned assignees, or groups of agents, who will be available for assignment to a request. In practice, this means that an agent responsible for the IT sector does not have to handle requests from the building management sector, and vice versa. These settings are available by clicking the “
” icon at the end of the row for the relevant service area.
- Resolver for customer and Easyclick accounts – this setting allows you to specify the default resolver, resolver group, and assigned resolvers who can be selected for requests submitted by customers logged into CDESK or via an Easyclick account. Based on the selected handlers, the column displays configuration information, e.g., Custom settings, Level 1 settings, Default system settings.
- Assignee for members of the Operators and Assignees groups – this setting allows you to select a default assignee, a assignee group, and assigned assignees who can be assigned to requests entered by CDESK operators. Based on the selected assignees, the column displays configuration information, e.g., Custom settings, Level 1 settings, Default system settings.
After clicking on the settings, a separate window will appear; the settings corresponding to the options listed above are available on the Assignee settings tab.
At the beginning of the setup, you can limit the selection to only those assignees assigned to the company and service area where there are 3 options to choose from:
- for customer accounts only
- for customer accounts and assignees
- for customer accounts, assignees, and operators
With this setting, you can limit …
When the Use the same settings for all user types option is selected, the default assignee and assignee group will be applied to both of the following settings: assignees for customer accounts and Easyclick accounts, as well as assignees from the Operators and Assignees groups.
You can specify the default assignee group and assignee by clicking in the corresponding field and selecting the desired assignee or group from the available list. You can assign solution providers to the service area by clicking the button + Select and selecting a specific solution provider from the displayed list. You can select an unlimited number of assignees. Selected assignees can be removed by clicking the button x in the row corresponding to the relevant assignee. If no assignee is assigned to the service area of level 1, the requester will be able to select any assignee in a new request. If no resolver is set for the service area at level 2, the settings from level 1 will apply. Save the settings by clicking the Save button in the lower-right corner of the window.
Limiting the selection of service areas by request type
This setting allows you to specify which request types will be available for individual service areas. These settings can be accessed by clicking the “” icon at the end of the row for the relevant service area.
When you click on the settings, a separate window will open; the settings are available on the Request types tab.
By default, the All request types option is selected. This means that the selection of the service area on a request does not depend on the request type. If you disable this option, all defined request types will be displayed, and you must specify for which types the service area will be available. Save the settings by clicking the Save button in the lower-right corner of the window. In the list of service areas, the Request Types column displays the number of available types, or the information all types if the types are not restricted for the given service area.
Service Area Notification Settings
Through these settings, you can select the users who should be notified about requests from specific service areas. Users who are not the assignees of a given request can also be notified. These settings are available by clicking the “” icon at the end of the row for the relevant service area. After clicking on the settings, a separate window will appear; the settings are available on the “” tab under “Notifications”.
You can set the notification recipients by selecting from the available groups and users. The notification is sent only if it is also configured in the global settings (under Global Settings → Notifications → Basic Settings → CDESK Notifications section → Requests section). For the selected action, add the role Recipient for the service area and enable the desired notification method.
To save the settings, click the Save button in the lower-right corner of the window. In the list of service areas, the Notified users column displays the number of notified users or the message no notifications if no notified users have been designated for that service area.
Configuring the selection of objects from the CMDB for a service area
This setting allows you to select objects from the CMDB that will be available for selection in a request for a given service area. This way, you can limit the selection of objects to specific groups or types based on the focus of the service area. These settings are available by clicking the “” icon at the end of the row for the relevant service area. After clicking on the settings, a separate window will appear; the settings are available on the “” tab. CMDB items:.
The following options are available in the settings:
- Select CI by service area – the following options are available: Optional, Required, Disabled or Based on global settings. When selecting “Required” or “Optional,” a button for adding items (CIs) from the CMDB configuration database will become available in the request details. You can choose items (CIs) from the main groups and types that you specify in the settings below and that are also linked to the selected request company. When selecting the option Mandatory, it will not be possible to create the request without selecting an object from the CMDB.
- Allowed objects, selection from groups – with this setting, you specify from which main groups and types CI items will be offered in the request. Main groups and types must first be defined in the CMDB. To restrict the type, you must first select a main group and then select the desired types belonging to that group. Without selecting a type, items belonging to the entire group will be available in the request, without any type restriction.
To save your settings, click the Save button in the lower-right corner of the window.
Request Categories
Categorization allows you to group (categorize) requests, and this grouping can be used to filter or search for records in the request list. The ability to define request categories is only available if the Request Category Selection option is set to Optional or Mandatory. If this option is disabled, you cannot select a category for a request, nor can you configure the list of categories.
In the settings, you can specify the selection method for categories in a request. You can choose the option to select multiple items from a list of checkboxes, allowing you to assign multiple categories to a request, or to select a single item from a drop-down list, allowing you to assign exactly one category to a request.
The defined list of request categories is displayed in a clear table. You can define a new request category by clicking the + Add button below the list of categories. To create a new category, you must fill in at least one of the language versions. The newly added row for the new request category can be deleted by clicking the icon in the corresponding row. Warning! The new row can only be deleted if the settings have not been saved. After saving, the unwanted category can only be disabled by setting the switch to the off position. The order of categories can be adjusted by clicking and dragging the icon at the beginning of the relevant category’s row.
