Adding or editing Client Portal request types

SECURITY  Security level with Admin permission to configure Client Portal & Taskfire. Refer to Admin security settings.

NAVIGATION   > Admin > Admin Categories > Extensions & Integrations > Client Portal & Taskfire > Service Request Types

The Client Portal Request Type page has four sections. The General section describes the request type itself. The remaining sections describe groups of ticket fields or features that you can customize for the request type. To open the page, use the path(s) in the Security and navigation section above.

NOTE  Each section can be expanded or collapsed. When necessary, click the + sign to expand a section or click the - sign to collapse a section.

Field Description
Name (required) This field is always required.
Enter or edit the name.
Each name must be unique and can have no more than 50 characters.

NOTE  As Best Practice, the name should make it obvious to the client contact when the request type should be used.

Description

Describe how the request type should be used. This field will appear in the table view.
Active check box

Select the check box to activate the request type or clear the check box to inactivate the request type.

  • There is a limit of 100 active request types.
  • You cannot inactivate the Quick Ticket default request type.
  • An inactivated request type cannot be selected for a ticket, but it will not be removed from tickets it is already assigned to.
Ticket Category (for new tickets)

Select the ticket category to be used to display tickets of this request type in your Autotask instance. This field defaults to your system default ticket category, but you can use any active ticket category that is available for new tickets.

IMPORTANT  For tickets created in the Client Portal, the Visible, Default Value/Selection, Available List Values and Required settings configured in the Layout section of the request type override the settings of the ticket category selected to display the ticket. Ticket category defaults are applied only under specific narrow circumstances. Refer to How Autotask ticket categories and Client Portal request types interact.

You can configure up to 20 background questions that prompt the client contact to supply the information you need to address the issue. These questions (and answers) are appended to the bottom of the ticket description.

NOTE  The maximum length of the reply is 500 characters.

Button or Menu Item Description

New Question

 

Click to insert a new row into the Background Questions table.

  1. In the Question field, enter the text of the question.
  2. In the Type field, select the type of data entry box you want to use for the answer: Single-line or Multiple-line.
  3. To require the client to answer the question, click the Required box.
  4. Click Save.
Context Menu Hover over the context menu and select Edit to put the row into Edit mode, or Delete to delete the question.

In the Layout section, you select the fields that will be visible in Client Portal on all tickets created with this request type, specify which fields will be required, and select a default value and available list values for each field.

You can also configure these settings for fields that are not on the Client Portal version of the ticket, for example Line of Business or Issue/Sub-Issue.

NOTE  If a value is set as a default on a request type layout and then becomes inactivated, the value will remain set as the default on the request type layout. If a ticket is created with the given request type, if the field in question is visible, the inactive value will not be set as default on the New Ticket page. However, if the field is not visible, the inactive value will still be set on the ticket.

IMPORTANT  Request types created in Client Portal by Taskfire Administrators will not have configurable layouts and will continue to function as before. Field visibility follows the default settings in the table above.

If you check the Enable priority questions box, the Priority field on the Client Portal ticket form is replaced by two questions client contacts must answer in the Ticket Description field:

The ticket priority is then assigned based on the map you configure on the Priority Question Mapping page. Refer to Priority Question Mapping.

Optionally, you can add a message that will be displayed on the New Ticket page in the Client Portal. It can be used to display announcements, tips, or instructions.

The request type layout controls whether a field is required, its available list values, and its visibility on the Client Portal ticket pages. These options are not impacted by the settings on the request type's ticket category. The ticket category's defaults, however, will interact with the layout's defaults as follows:

Field Type Visible on the request type layout Default configured on the request type layout? Uses the defaults on the ticket category layout
Editable yes yes never
no yes never
no no yes
Read-only yes or no yes never
yes or no no yes
UDF globally visible yes never
globally visible no yes
globally not visible N/A yes