Taskfire: managing request types

SECURITY  Taskfire Administrator

NAVIGATION   > Manage > Request Types

What is a request type?

A request type is a template that you create to make it easy for users to report issues and for you to gather all the information you need from them, using preconfigured background questions.

The request type determines:

Request types can be created by us (your service provider) or by a Taskfire Administrator in your own organization Your Client Portal instance may be configured to use one fo the following terms instead: Account, Business Unit, Client, Company, Customer, Site..

How to...

All request types, whether created by your service provider or your Taskfire Administrator, are managed on the Taskfire Request Type Settings page. Navigate to > Manage > Request Types to open the page.

The Created by column indicates whether you or your service provider created the request type.

For a description of the remaining table columns, refer to Create or edit a request type.

  1. Go to > Manage > Request Types.
  2. To create a new request type, click New Request Type.

To edit an existing request type, click the pencil icon.

Field Description Can be edited for Service Provider Request Type
Request Type Name Enter a name that makes it clear when the request type should be used.  
Device Your Client Portal instance may be configured to use one fo the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product.

NOTE  This field is read-only for request types created by your service provider but can be edited for request types created by you.

Click the drop-down menu to select an option:

  
Background Questions

Background questions prompt the user to enter all required information when they submit a ticket with this request type and reduce the need for follow-up phone calls to get clarification. You can add up to 20 background questions. Background questions appear in the order in which they were created.

  • Click the plus sign to add a new background question. Enter the question, and select either a single-line or multi-line text box for the answer. Optionally, make the background question required.
  • Click the pencil icon to edit or the delete symbol to delete an existing question.
  
Active Select this check box to make the request type available to users.  
Shared with Sub-Organizations Select to make this request type available to your sub-organizations.

NOTE  The Shared with Sub-Organizations check box only appears if your organization has multiple sub-organizations with Taskfire users and you are an administrator at the parent organization. Refer to Taskfire: setting up work sharing between sub-organizations for more information.
1. Who
When this request goes to internal help desk, who receives it?
Taskfire Queue A folder-like location that contains related tickets. Select the Taskfire queue that this type of issue should go to. All queues you have set up are available. Refer to Taskfire: managing ticket queues.
Internal Resource Any user with an Autotask login. Optionally, you can assign a specific internal resource to tickets with this request type. Click the drop-down menu and select one of the users who have a Taskfire security license. Refer to Managing Client Portal users.
When this request type is Auto-Transferred,who receives it? Select the external vendor who will receive the ticket when it transfers automatically, either all the time, when your organization is closed, or when Out of Office it turned on, depending on your auto-transfer settings.  
2. Auto-Escalation Rules
When this request type is auto-transferred, who receives it?
Auto-Escalation Rules Select when this type of issue should automatically transfer to us or to the selected vendor. Options include:
• Never: Select this option if this type of issue should never automatically transfer to us or to a vendor, although you can still manually transfer the ticket if necessary.
• Always: Select this option to always transfer this type of issue to us or a vendor.
• Outside of Scheduled Business Hours: Select this option if you would like to automatically transfer this type of issue only when your office is closed. This setting is based on the Business Hours you entered in > Manage > Business Hours. Click the pencil icon to edit your business hours.

NOTE  When a request type is set up to auto-escalate, the auto-escalation will use the parent organization business hours for the range of hours (for example, 8 AM to 5 PM) but will convert the time to the sub-organization location's time zone.
Scheduled Business Hours Your normal business hours are displayed. Click the pencil icon to edit your business hours, but keep in mind that there is only one set of business hours, and you will be modifying it for all other request types, as well. Refer to Taskfire: setting scheduled business hours.
3. Out of Office
Allow Out of Office for this Request Type Select this check box to enable Out of Office for this request type. Tickets with this request type will auto-transfer to us or the selected vendor while Out of Office is set. Refer to Taskfire: Out of Office.

IMPORTANT  If a parent organization is set to Out of Office, all tickets that use a shared request type will be temporarily transferred according to the Out of Office settings specified in the request type.
  1. Click Save and Close.

Request types that were created by us (your service provider) cannot be inactivated or deleted, and not all fields can be edited. For fields that can be edited, refer to Create or edit a request type.

Request types created by you can be edited and, as long as they have not been used for any tickets, deleted. Once they have been used, you will only be able to inactivate them.

  • To delete a request type, click the red delete icon.