ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Request Form Customizer
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
The new request form can be configured to suit the needs of your organization. It is highly
customizable. You can add your own values to be set for the category of the request, priority of the
request, level of request, and mode of the request. These will already have some default values in
them. If you do not wish to have these then you can delete them and add new values or edit them to
suit your needs. You can also add your own custom fields which will be available in the form. These
custom fields can be of three types: text field, numeric field, and date field. You can use these to
collect organization specific information for getting a better and clearer idea about the reported issue.
Finally you can set the default values for the request form fields so that creating and submitting a new
request if made easier.
The subsequent sections of the document explain in detail the various customizations and
configurations that can be done in the request form.
� Configuring Request Category
� Configuring Request Status
� Configuring Request Level
� Configuring Request Mode
� Configuring Impact
� Configuring Urgency
� Configuring Request Priority
� Configuring Priority Matrix
� Configuring Request Type
� Configuring Incident - Additional Fields
� Configuring Request Closure Code
� Configuring Request Closing Rules
� Configuring Incident Template
� Configuring Resolution Template
� Configuring Reply Template
� Configuring Task Template
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