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Requests and Help Desk Features in Detail
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Request Features Management page

To reach the Request Features Management page select the Features Edit Icon  located in the Site Management menu column of the Main Administration page (Ctrl-Alt-m) then click on Requests & Help Desk link.

 

Used to setup and configure the options that will be used by all Request Types. 

 

 

 

 

  • Request Selection Page Title – used to define the page title displayed on the Request Selection page.  The Request Selection page lists all active Request Types and is displayed in the Visitor portion of the site.
  • Selection Page User Instructions - used to define instructions that are displayed on the Request Selection page in the Visitor portion of the site.  Excepts either text or HTML.  Click on    to use the PORTALPRODIGY Document Editor.
  • Operator Script - used to define a call center script displayed at the top of the Administrative Request Entry page.  Help Desk Call Center operators use this script when greeting customers.  Excepts either text or HTML.  Click on    to use the PORTALPRODIGY Document Editor.
  • Payment Instructions - used to define default Payment Instructions copied to new Request Types.  Payment Instructions are displayed on the Payment Entry page in both the Visitor portion of the site and Administrator portion of the site.  Each Request Type can have unique Payment Instructions.  Excepts either text or HTML.  Click on    to use the PORTALPRODIGY Document Editor.
  • Status Page Instructions - used to define instructions that are displayed on the Request Status page in the Visitor portion of the site.  The Request Status page is used to view the status of requests, view request details, and add notes to requests. Excepts either text or HTML.  Click on    to use the PORTALPRODIGY Document Editor.
  • Search Help Desk Knowledgebase Page Instructions - used to define instructions that are displayed on the Search Help Desk Knowledgebase page in the Visitor portion of the site.  Excepts either text or HTML.  Click on    to use the PORTALPRODIGY Document Editor.
  • Manage options:
    • Request Priorities link – used to open the Request Priorities Management page where you can define a standard list of priorities.  E.g. Low, Medium, & High.

    • Request Statuses link – used to open the Request Status Management page where you can define a standard list of statuses.  E.g. Pending, Assigned, & Completed.

    • Work Order Types link – used to open the Work Order Types Management page where you can define Work Order Types.  Work Order Types are used to classify Work Orders and assign Work Order Duration and Template for default values.  E.g. Maintenance Agreement, Project, & Per Incident Request.

    • Task Types link – used to open the Task Types Management page where you can define Task Types.  Task Types are used to classify tasks by type of activity and assign to billable item.  E.g. Review Request, Programming, & Design.
  • Templates:
    • Work Order Templates – used to create and manage Work Order Templates.  Using Work Order Templates Management you define the layout and physical appearance of your Work Orders. For additional information about Work Orders see the Chapter titled Work Order and Time Billing Features in Detail in the PortalProdigy Administration Manual.

 


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