Request type
All requests that are registered in SuperOffice have a type. The default type is "Request". To view, add, update, and delete request types go to Settings and maintenance.
Note
This feature requires a Service Premium user plan (to create and update request types) and a Development Tools site license to define screen layouts based on request types in the Screen Designer.
Why use request types?
The main benefit of request types is efficient support. A specific request type targets a set of attributes needed for a specific process.
Example
The finance team utilizes requests to manage incoming invoice claims, necessitating the visibility of the invoice number as a designated field. Conversely, the inbound sales team employs requests to address incoming leads. In instances where a request pertains to a lead, the invoice number holds no relevance and should remain entirely omitted from view.
Where can I find the request types?
- In Settings and maintenance, select Requests in the navigator and then the Request types tab.
Note
If this option is not visible, you have insufficient rights for this function. Contact your system administrator for more information.
Settings
| Setting | Description |
|---|---|
| Name | The name of the request type. |
| Description | Explains the purpose of the request type. |
| Icon | Used as a visual label to show the type. Choose from a set of pre-defined options. Default: ticket icon. |
| Use as default | Indicates if this is the default type of new requests. |
| Available statuses | A subset of request statuses that are relevant for this type. Used to filter the dropdown list in the UI. Empty field means all statuses are available. |
| Default status | The status set when an agent creates a new request. Takes precedence over other preferences. Mandatory if Available statuses is set. |
| Available priorities | A subset of request priorities that are relevant for this type. Used to filter the dropdown list in the UI. Empty field means all priorities are available. |
| Default priority | The priority set when an agent creates a new request. Takes precedence over other preferences. Mandatory if Available priorities is set. |
| Reply template | The reply template that will be used when an agent replies to a request of this type. |