Setting up Request Type Items

While the below video demonstration uses an older version of DeskDirector it still includes relevant information to create request type items. Some features referenced in the video have moved around with the new user interface. Further information is provided in the rest of this document with references to the latest DeskDirector version.

What are request type items?

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

Request Types Items List

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

  • Create Type: You can easily create new request types items by hitting the green button 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.
  • Clone Types: Using this button, you can copy settings from one request type item to a new one; 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: Filter and search for request types.
Creating a New Request Type Item
Cloning a Request Type Item
Configuring Request Type Items

You can edit and configure the Request Type Items behavior using these tabs: General, Automation, Filter.

Request Type Items - General Tab

The General tab is where you can save the Request Type Item in a draft or published state, add tags, edit category/description names, attach the form and add task templates.

Request Type Items Overview - Tutorial

18 STEPS

1. Open DeskDirector Admin Portal and click Portal.

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2. Click Request Types.

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3. Here, we will first create a Request Type Item and then assign it to a Request Type Group. Click on Request Type Item.

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4. Click New to create a new Request Type Item

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5. Click the Category textbox to view all the existing categories. Select a category or write a new one.

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6. Next, type the Name for the Request Type Item.

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7. Click Create.

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8. The first option is to toggle between draft and published modes. Click Published to make the Request Type Item visible to the end users.

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9. Click Add Tag, if you want to add tags to this Request Type Item.

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10. Click the Tag which you want added to this Request Type Item.

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11. Next, click the form icon to add a request form to this Request Type Item.

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12. Select the request form.

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13. Click Select.

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14. To add any task templates to this Request Type, click Add Templates.

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15. Select the task template.

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16. Click Select.

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17. Click Save to save this section.

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18. 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/2354852/Request-type-Items---Basic-settings

Request Type Items - Automation Tab

The Automation tab is where the ticket created by the request type should be set to: the board, status, priority, source. The ticket tab for ConnectWise and Autotask 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 Automation tab must be saved before moving away from this page.

Automation tab - Autotask instance

Automation tab - ConnectWise instance

Request Type Items - Automation Settings - Tutorial

13 STEPS

1. Open Request Types Items and click the item that you want to edit.

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2. Click the Automation tab.

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3. In this section, you can modify the default ticket settings related to this Request Type.

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4. Click the Board drop-down to change the category of this Request Type.

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5. Click the category that you want to set.

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6. Click the Status drop-down to change the default status of this Request Type.

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7. Click the status that you want to set.

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8. Click the Priority drop-down to change the default priority.

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9. Click the priority that you want to assign to this Request Type.

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10. Click the Source drop-down to change the default source of this Request Type.

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11. Click the source option that you want to set.

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12. Then, click Save to save these settings.

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13. 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/2341656/Request-type-items---Automation-settings

Request Type Items - Filter Tab

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. Default 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 Default Access is set to on, this button will allow you to exclude companies and contacts from accessing this portal type. If Default 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. 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.
Request Type Items - Filter Settings - Tutorial

11 STEPS

1. Open Request Types Items and click the item that you want to edit.

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2. Click the Filter tab.

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3. Here, you can toggle the Default Access switch to ON, to allow the Request Type for use by all users. Or to OFF, to restrict its use only to those you choose.

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4. Toggle the switch to the OFF position. to restrict Default Access. Click the Switch button to confirm your choice.

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5. Click the three dots menu to add exceptions.

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6. Click Allow Companies.

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7. Select the Company names.
First, click Deed and Viper.

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8. Then click Digital Sandbox Company.

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9. Click Select.

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10. Finally, Click Save to save this Request Type.

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11. 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/2341688/Request-type-items---Filter-settings

Editing Request Type Items - Tutorials

Adding tag to a request type item

5 STEPS

1. Open Request Type Items, and click the Request Type that you want to add a tag to.

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2. Click Add Tag.

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3. Select the tag that you want to add.

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4. Scroll down and click Save. The tag will be added to this Request Type.

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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/2341652/Adding-tag-to-a-request-type-item

Adding form to a request type item

6 STEPS

1. Open Request Type Items, and click the Request Type that you want to add a form to.

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2. Click the form icon in the form textbox.

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3. Choose the form you want to add.

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4. Click Select.

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5. Click Save. The form will be added to the Request Type item.

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6. 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/2341648/Adding-form-to-a-request-type-item

Adding tasks to a request type item

6 STEPS

1. Open Request Type Items, and click the Request Type that you want to add a task to.

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2. Scroll down and click Add Templates.

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3. Select the task template that you want to add.

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4. Click Select.

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5. Click Save. The tasks will be added to the Request Type Item.

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6. 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/2341650/Adding-tasks-to-a-request-type-item

How did we do?

Request Type Ordering in the Client Portal

Contact