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


  • 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.

    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.
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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