Getting Started with Request Type Groups

Edcel Ceniza Updated by Edcel Ceniza

Request type groups are a collection of (you guessed it right) request types which was introduced in v1.24 (admin/v2/configs/release-notes/admin/v1.24.1) of the DeskDirector admin console.

Before request type groups were introduced, filtering contacts/companies' request type access were done on each request types. While this worked, managing access was too granular and specific to the request types.

With the introduction of request type groups, it is now easier to understand and apply access filters for request types to three different levels (see: cascading override). Similar to menu groups, request type groups enable you to collate request types into groups and apply them to either global, company or contact level.

If applied, request type groups will override the default filtering system, but the group system will be co-exist with old filtering system.

Request Type Groups Use Case

You can create a request type group for specific companies. You can also create a collection of request types for specific contact types. For example, you can create groups that are specific to new-hires, HRs, Billing, internal IT, and others.

Frequently asked questions:

Q: We already have access filters enabled on request type items, will that be overridden by Request Type Groups?

A: Access filters will remain working, together with request type groups you will create, as long as the Default Request Type Group is empty.

Adding request types to the default request group will override any existing access filters on the request type items. Emptying the default request type group will reinstate existing access filters.

Request Type Groups - Tutorials

Request Type Items - Overview

23 STEPS

1. Open DeskDirector Admin Portal and click Portal.

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2. Click Request Types.

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3. We can categorize Request Type Items into Request Type Groups. To view these categorized groups, click Request Type Group.

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4. Click New Group to create a new group.

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5. Type the Group Name.

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6. If you want to add tags to this group, click Add Tag.

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7. Select the tag which you want to apply.

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8. Click the plus icon to add Request Type items.

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9. Click to select the Request Type Item.

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10. Click Add.

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11. Finally, click Create to save the group.

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12. To view more options, click on the three dots menu.

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13. To view more options, click on the three dots menu.

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14. Click on Groups to go back to the Request Type Groups page.

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15. If you wish to edit the default group, click Default Request Type Group.

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16. Click the Group Name textbox.

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17. Type the new Group Name.

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18. Now, you can add the Request Types. To do that, click the three dots menu.

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19. Click Add Request Types.

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20. Select the Request Type you want to add.

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21. Click Add.

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22. Click Save to save the changes.

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23. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2341705/Request-Type-Groups

Adding tag to a request type group

5 STEPS

1. Open Request Type Groups and select the group that you want to edit.

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2. Click Add Tag.

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3. Select the tag that you wish to add to this group.

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4. Click Save to save the changes.

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5. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2341696/Adding-tag-to-a-request-type-group

Add or delete a request item to a request group

9 STEPS

1. Open Request Type Groups and select the group that you want to edit.

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2. To add a Request Type item to this group, click the three dots menu.

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3. Click Add Request Types.

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4. Click to select the Request Type item.

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5. Click Add.

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6. To delete a Request Type Item from this group, click that item.

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7. Then click Remove to remove it.

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8. Finally, click Save to save the changes.

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9. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2341697/Add-or-delete-a-request-item-to-a-request-group

How did we do?

Request Type Ordering in the Client Portal

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