The Help Desk utilizes Request Types to define different
categories of requests, each with its own unique set of business rules and
requirements. E.g. you may want to
create a Request Type for customers to request product information that does
not require the user to login, merely to provide their name, email address and
to enter their question; you may want to create another Request Type for
submitting product return requests that requires the user to either create a
contact record if they have not already done so or to login and then to fill
out a detailed form that requires Date of Purchase, Product Code, Quantity to
Return, and Reason for Return; you may want to create yet a third Request Type
for billable maintenance services that not only requires the user to either
create a contact record if they have not already done so or to login and then
to fill out a detailed form, but to also approve a work order authorizing a
minimum service fee and that provides shipping instructions for sending the
product to your service center.
Request Types are created using Request Type
Management. But before you start
creating Request Types you will need to configure some options that are
described below. After you have
configured the options described below you will be ready to create Request
Types.
When you are finished creating Request Types you will likely
want to provide a method for users to access them. You may use Menu Builder to create direct links
to each Request Type or you may create a single link to the Request Types
Selection page. This page lists each of
your Request Types by title along with a description that you create.
