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.
- 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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