To select fields, click Contact View and drag and drop the fields from the Field List. You can select the fields to customize the template for both Support Rep view and Contact view. Select the fields for the template under Field Visibility to make them visible on the Request Details page and also to customize the New Request form. This option prevents the user from viewing the fields which you do not wish to show it to the user, while creating the request in the New Request Form. While customizing the request form, the field visibility option allows you to determine the required fields to be visible on the Request Details page. You can also drag and drop to rearrange the fields.įorm Design: This section decides the form look, and consist of drag and drop area. You can drag and drop these fields back into the canvas.įield Visibility: This option allows to control the visibility of fields that will appear on the Request Details page. Header: The header consists of the Template Name and Description along with the options to enable the template to support rep or contacts.įield List: The field list consists of the fields that are detached from the Field Visibility and Field Design. The template form consists of four blocks namely, Header, Field List, Field Visibility and Form Design. This opens the add request template form view for the support rep. From this page you can add, edit, delete and set a request template as default.Ĭlick on Add New Template link. The Request Template list view page opens. The additional fields can be configured in Request - Additional Fields and the fields configured will be available under Field Visibility for customizing the request form.Ĭlick on the Admin tab in the header pane to open the configuration wizard page.Ĭlick on Request Template icon in the Helpdesk Settings block. The fields in the template can be pre-filled with values.īefore you begin with the Request Template customization, you need to configure the request additional fields, if you require any additional fields to appear in the request template. The template is configurable to suit individual request which may require different fields in the form layout. Request Templates are created for the most frequently raised requests so that the request can be accessed and raised instantly.
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