Create service desk request types

Request types let you define and organize incoming issues so your service desk team can more efficiently help your customers. If you're moving from an existing help desk application, you can add your existing request categories during this step. 

If you're setting up service desk request types for the first time: 

  • Think about how your customer would write a request, for example "Purchase a new monitor" over "Submit a hardware request."
  • Break things down into smaller chunks, such as "Get help with printers" or "Get wi-fi access."
  • Avoid specialist terminology; think "I need access" more than "Deploy SSH key."

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Requests vs. Issues

Remember that customers submit requests to your service desk and your team picks up the corresponding issues to work on internally. 

Create new request types

Let's go ahead and add two new request types, so you can familiarize yourself with the request type configuration options.

First, let's create a request type for your organization's guest to ask for wi-fi access:

  1. In your new service desk project's sidebar, select Settings > Request types. The sidebar contains different levels of navigation. If you're ever lost, hit the Back arrow until you get to the top level.
  2. On the request types page, you'll find a table of your request forms. At the top of the table is a space for you to create new request types. Click the fields to interact with them:
    1. Change the request type icon.
    2. Add a name "Get guest wi-fi access".
    3. Change the issue type to "Task", using the dropdown.
    4. Enter a description. For example, "Raise a request to ask for temporary wi-fi access".
  3. Select Create request type when finished entering your request type details.

Now, let's create another for your coworkers to request a new monitor:

  1. As above, create another request type.
    1. Change the request type icon.
    2. Add a name "Request a new monitor".
    3. Change the issue type to "Service request with approval", using the dropdown.
    4. Enter a description. For example, "Order a new monitor for your workstation".
  2. Select Create request type when finished entering your request type details.

Edit the fields your customers see

Now that you have requests in the customer portal, you can prompt your customers to give you the info you need to help them quickly. These simplified fields help customers understand what information they need to provide when submitting a request. Let's add some fields to your request types, so you can collect some additional information.

Let's make the form a little more user-friendly for your guests. First, we'll change the field names, so your customers know exactly what information you want to collect up front.

  1. In the entry for "Get guest wi-fi access", select Edit fields.
  2. Under Visible fields, click the Summary display name and rename it to "What do you need?". Add some placeholder text to the Field help to gather useful details from your customers. For example:
  3. Select Update when finished.

Next, let's add an extra field that can tell us how badly they need access to your guest wi-fi. Select Add a field to add the "Priority" field to the request form and select Apply

Requests follow a certain workflow. But, the workflow your service agents use may not be the same thing you want your customers to see. You can change how the status of a request appears to your customers in the Workflow statuses tab.

  1. Select the Workflow Statuses tab. You will see the default Jira workflow status names displayed on the lefthand side. 

  2. Change how these statuses appear to customers by editing the Status name to show customer fields.

  3. Select View this request form to see how your changes appear in the customer portal.

Organize your requests with groups

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We think groups are helpful if you have seven or more request types.

A group is simply a category you can assign to each request type. In the customer portal, your request types are organized vertical tabs based on your groups. 

Go to Settings > Request types. You should see your groups in the sidebar. 

Let's add a few groups to help your customers find the request they need:

  1. To add request groups, select + Add group. Add two groups for your new request types, "Purchase requests" and "Access".
  2. When viewing your "Access" request group, select Add existing request type and choose your "Get guest wi-fi access" request type:
  3. Switch to your "Purchase requests" group in the sidebar.
  4. Select Add existing request type and choose your "Request a new monitor" request type.

To rearrange the order of how your groups appear in the customer portal, go back to your project settings and drag and drop the groups in the request types sidebar.

To preview how your portal looks to your customers:

  1. Hit the Back arrow in the sidebar. This takes you out of your project's settings and lands you on your project's request queue.
  2. From the top level of the sidebar's navigation (hit the Back arrow again), select Customer channels.
  3. Select Visit the portal.

You'll see your newly made groups as tabs just under the search bar. Click these to see the request forms you added to those groups.

Create a request from the customer portal

  1. Keep the customer portal preview open, so you can create test requests from a customer's perspective.
  2. Select the "Get guest wi-fi access" request type. You'll see the field names and help text you created in the request type's settings.
  3. Enter "Test wi-fi request" in the What do you need? field. 
  4. Select medium priority from the Priority dropdown.
  5. Click Create to complete your request and view the open request in the customer portal. You'll see the customer-visible status you added to the request, as well:
  6. Click Close (X) to exit the customer view and return to your service desk project. 

Excellent work! You now have two new request types and a new issue in your project. Next, you will learn how to sort these issues into queues, which will allow you to manage your team's workload. 

Last modified on Aug 15, 2018

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