Extended

This section on the New Service form contains additional service settings.

Options:

• Show optional items to the requester - specify the optional request items that will be displayed on the request page to Requesters without any other user role.

  You can enter one or more comma-separated values, where each value corresponds to one request item:

  Value	Request item
  tHdTicket.RelatedAccountId	Related Organization
  tHdTicket.Impact	Fall
  tHdTicket.Urgency	Urgency
  tHdTicket.Priority	Priority
  tHdTicket.sHdTicketDeviceCode	Device number
  tHdTicket.Objects	Objects - requesters will see the Objects tab on the request page.
  tHdTicket.liHdTicketSlaId	SLA and its description
  tHdTicketCust.<db column name of custom field>	Custom fields

  On the request page, requesters see only the items enabled in the process of the service.

  Note:

  On the new-ticket-request form, you can display items to the requester independently of this setting..
• Time limit for reopening the request by the requester (days) - Enter the number of days from resolution that the Requester can reopen the request. A value of 0 means that the Requester cannot reopen the resolved request.
• In the case of attempted reopening after the expiry of the time limit, create a new request - if this option is disabled and after the deadline to reopen a resolved request has expired, the requester sends a message to the request (e.g., responds to a resolution notification), the system responds by notifying the requester that message has been rejected (message is saved in the request communication and the solver(s) or service operators are notified by a notification, but the request remains resolved). If you enable this option, the system then creates a new request based on the Requester's message and informs the Requester with the usual notification of request creation. A link is automatically created between the new request and the request to which the message was originally directed.
• In the service - select the service in which the new request is to be created. The <This service> option represents the service being modified. You can also select a service from the tree by clicking [...] after the input field. The requester must have an SLA assigned to the selected service, otherwise the new request will not be created in that service.

• Applicants see the requests of other applicants - Enable if you want to allow applicants on this service to also view requests from other applicants from the same organization.
• Supervisors can see requests from their subordinates - Enable if you want to allow supervisors of applicants on this service to view the requests of their subordinates.
• Custom Workflow (URL)- specify the URL of the custom request page to be used instead of the default system request page, if desired.
• Use satisfaction survey - enable if you want to use a satisfaction questionnaire. Add a short message to each standard request resolution notification with a link to this questionnaire.
• Custom survey (URL) - enter the URL custom satisfaction questionnaire to use instead of the system questionnaire.
  For example, Custom/<company name>/<questionnaire name>.

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