Request Management page:

Customer section:

• Name: the requestor (customer) name is displayed.
• Company: the requestor company name is displayed.
• Email: the requestor’s email address.
• Phone: the requestor’s email address.
• Contact Notes: use to enter notes that the requestor will not see.
• Address: by default the address is hidden. Click on the  icon to view the requestor’s address.

Request section:

 

The upper portion of this section contains standard fields shared by all Request Types.  This is followed by the unique fields defined using Form Builder for the specific Request Type.

 

 

• Ticket #:  the Request ID which is automatically assigned.
• Type: the Request Type.
• Priority: use to assign a priority to the Request.
• Status: use to assign a status to the Request.
• Requested Date: use to enter the date the requestor needs  a response to their request.
• Schema: this is for a planned feature that has not been implemented yet.
• Attachments: if the Request Type is configured to allow attachments, the attachment options are displayed here.  These options allow you to attach documents and files to the Request.
• Assigned To: creates an Assignment Task and sends and email notification to the specified person.
• Feature:  relates the Request to a specific feature.  E.g. for an RMA request you may want to set Feature to “Products” and select a Product Item using the Record ID field.  Request Types that are set up for a specific Feature such as “RFQ from Cart” will auto set this field.  No value is required in this field.
• Record ID: used when a Feature has been specified.  Either enter the ID or use the Lookup  icon to search and select a record.
• Knowledgebase: set to “Yes” to include the Request record in the Help Desk Knowledgebase; otherwise leave it set to “No” to exclude it.  Only records set to “Yes” can be searched on and retrieved in the Knowledgebase.  Notes are excluded from Knowledgebase unless you set the Include notes in Knowledgebase field to “Yes”.
• Template Name: normally this field should be left blank.  It is used to create a Task Template that will copy pre-defined tasks to new request records.  To create a template, enter a name in this field and when the Request is saved, the Template will be created and listed in Task Template field in Request Types Management.
• Include notes in Knowledgebase:  set to “Yes” to include the Request record’s notes in the Help Desk Knowledgebase; otherwise leave it set to “No” to exclude them. 

Work Order section:

 

• Work Order #: click on the Work Order # to open the Work Order in Work Order Management.
• Approval Date: the date the Work Order is approved by the customer.
• Description: the description of the scope of work that was entered in the Work Order. 

Closed section:

• Closed to Request ID:  used when you want to close the Request in order to consolidate it with another Request.  Enter the Request ID of the other Request that want to become the open Request and enter a Closed Date. 
• Closed Date:  used to close the Request because it has been completed.  Click on the the  icon for   to auto insert today’s date.  You may also click on the date lookup  icon  to select a date from the pop-up calendar or manually type in the date. 

Option buttons:

	Saves the data and continue working on the page. If an Assigned to person was entered or changed, saving the page will create an assignment task and send email notification.
	Prints the website page to the user’s local printer.
	Close the page and discard all entries and edits.
	Opens Request Tasks page in new browser Window displaying list of all Tasks related to the Request. Each Task can be clicked on to open it in Task Management page where it can be edited, time logged, and notes attached.  New Tasks can also be added from Task Management.
	Opens Search Help Desk Knowledgebase page in new browser Window.  Used to search Requests and view requests.  This is the same page that visitors see when they user the Search Help Desk Knowledgebase feature.
	Used to close the page.  PORTALPRODIGY will prompt to save changes.  OK response saves changes, closes page, and returns to previous page.  CANCEL response discards all entries and edits (same as Cancel button).