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.

How did we do?

Request Type Ordering in the Client Portal