Configure Service Request Preferences

The Service Request panel contains preferences related to service requests.

  1. From the home page, click Admin and click Preferences.
  2. Click the Maintain tab.
  3. Expand the General section on the Service Request panel.
  4. Turn on Copy Caller QAs to Request Comments to copy the questions and answers into the Comments field.
  5. In the Default Request Status - New field, select the default status for new service requests.
  6. In the Default Request Caller Type field, select the default caller type for new service requests.
  7. Add Caller Type Values that can be assigned to a service request. See Add Caller Type Values for more information.
  8. Add Caller Title Values that can be assigned to a service request. See Add Caller Title Values for more information.
  9. Add Category Values that can be assigned to a service request. See Add Category Values for a Service Request for more information.
  10. Add Print Templates that can be assigned to a service request. See Add Print Templates for a Service Request for more information.
  11. Add Resolution Values that can be assigned to a service request. See Add Resolution Values for a Service Request for more information.
  12. Add Status Values that can be assigned to a service request. See Add Status Values for a Service Request for more information.

IMPORTANT: The values Cancel and Closed must not be removed, but the description can be changed.

NOTE: Admin automatically saves the changes you make. A message appears at the bottom of the page when you make changes.