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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.
Tip:
After enabling this option, we recommend setting the time limit for reopening a request above to more than 0 days, otherwise a new request will be created each time the requester responds after the request is resolved.
  • 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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