Setting up Request Types

Edcel Ceniza Updated by Edcel Ceniza

What are request types?

Request types are used by end-users to submit tickets to your portal. This article will take you through request types and how to configure them. To begin, login to your admin console and go to Portal > Request Types where you will see a list of your request types.

Request Types List

This is the main page when managing Request Types. From here you are able to:

  • Create Type: You can easily create new request types by hitting the blue button or the dropdown arrow beside it to attach it to an existing form. More information will be provided below.
  • Test Types: You can test companies and contacts against existing request types to see which of them they have access to. You can also login as any contact by using our other awesome feature: Impersonation.
  • Copy setting: Using this button, you can copy setting from one request type to another; you can copy the filter settings here or any of the ticket settings (board/queue, type, subtype, etc).
  • Exports: You can use this button to export your current request types.
  • Search: Go through your existing request type easier by using the search form
Creating a New Request Type

There are 2 ways to create a new request type from the main Request Types list page (see screengrab above for actual reference of behavior):

  • Create Type: Using this button, you will be asked to provide a category name (parent) and the request type name. By giving a parent name, you are able to split the support request into 2 levels and group related request types together. You will be redirected to a new page upon clicking on "Create" to continue with the request type setup.
  • Forms: Using this option, you create a request type based off an existing form. The created request type will inherit the name of the form you selected and it will appear on the request type list. To configure it further, just click on the name of the newly-created request type.

No matter which option was chosen to create the request type, configuring them is done using these tabs: General, Ticket, Filter .

Creating a new Request Type - GENERAL

The General tab is where you add Enable/Disable the request type, add tags, category, request type name and attach a form.

Creating a New Type - TICKET

The Ticket tab is where the ticket created by the request type should be set to: the status, priority, source and others. The ticket tab for ConnectWise and AutoInstance instance are not identical. Here are screenshots showing the ticket tab of each instance, and the options/fields available for finetuning tickets created from the request types.

Any changes made to the Ticket tab must be saved before moving away from this page.

Ticket tab - AutoTask instance

Ticket tab - ConnectWise instance

Creating a New Type - FILTER

The filter tab is DD Forms' filtering system. This allows a great deal of flexibility when it comes to managing permissions - which company/contact has access to the request type.

  1. Global Access. This defines the default access level of this type. Global on means that everyone will have access to this type, global off means that no-one will have access to this type. It also changes the functions of some of the buttons (from exclude buttons to include).
  2. Add Exceptions. If Global Access is set to on, this button will allow you to exclude companies and contacts from accessing this portal type. If Global Access is off, it will allow you to include companies and contacts.
  3. Company exclusion. Contacts from this company will not have access to this portal type by default, unless you drill down another layer and give specific contacts access (4)
  4. Contact inclusion. This contact's company has been excluded from using this type, however, they have been included and will be able to use it.

For any changes made to the filter to allow/restrict access to a specific company/contact, a filter summary is displayed next to your filter to help explain what the filter will be doing.

How did we do?

Request Type Ordering in the Client Portal