Quick Request Template Designer

Overview:

The Quick Request Template designer allows you to create service request templates with pre-defined settings. Quick requests templates can be used for commonly used request types and allow you to input workflow settings for quicker handling of requests.

For example, if incoming sales calls is being logged, a quick request template can be used with a predefined settings such as queue (sales queue), priority (critical) and request type (sales).

1. Ribbon Toolbar

Recurrence – Use this option to schedule a quick request to launch on a specified date and time for a repetitive task or event.

2. Quick Request Properties

This section will allow you to add or modify properties of this quick request template.

3. Notifications

This section allows you to design a notification when this quick request template is used in logging a new request.

Creating a Quick Request Template

In order to create a quick request template, perform the following:

1. Click the “Add New” option of Quick Request Templates on the HelpSTAR Customization tab. The following screen will appear:

2. Enter the “Name” for the quick request template.

3. In the “Objective” section, enter information as to the quick request objectives.

4. In the status section, select the status this template should assume upon creation. Options are:

Published – templates available to privileged users to launch requests.

In Draft – templates that are currently in design and requiring editing prior to being published.

De-Activated – templates previously created. De-activated templates can be either deleted permanently or moved to In Draft or Published templates.

5. In the “General Information” section, enter in the following information to appear on your template:

Request Type – Select the type of request this quick request template should use. By default, the request type will be ‘Generic Service Request’. It is possible for you to create different request types (i.e. New Employee, Change Management, etc.) via User Defined Fields.

Requester – Enter the name of the user who is requesting service.

Title – Enter a brief description of the request. It should be concise to facilitate title searches.

Category – Classify your service request according to Category for reporting/analysis.

6. In the “Importance” section, select the internal priority and requester priority you would like this template to default to.

Urgency – Request urgency as reported by requester. Levels of urgency are “Critical”, “High”, “Medium” and “Low”.

Priority – Requests priority as determined by the dispatcher. Levels of priority are “Critical”, “High”, “Medium” and “Low”.

7. In the “Scheduling” section, state the following:

Begin Work – Set a start date for working on this request (optional).

Due By – Set a deadline for completion of this request (optional).

8. Forward To – move this request to the appropriate destination. A request can be moved to any of the following:

Dispatch – Forward the request for review so that it can be assigned the appropriate priority and forwarding/scheduling options.

Queue Folder – Forward request to a shared queue folder

Another Rep – Forward a request directly to a support rep, thus putting it "In Service" with the rep.

9. In the Memo section, enter the following:

Time Code – support reps may select different time codes for billing clients. Time codes can be associated with cost and are set in User Privileges.

Private Memo - if support reps do not want an update to be visible to the end user, they may check this option.

Memo - a full description of the task/problem. Enter information relevant to the project/request. The memo field also features rich text formatting to modify font style and size of the memo added.

10. Click on the Save button when the template is complete.

11. On the Template Listing page, press the refresh button, and your project should show up under the Listing under the status you assigned to the template.

12. When selecting “Manage Existing Templates” on the HelpSTAR Customization tab, this project will appear in the “In Draft” section.

See Also:

Manage Existing Quick Request Templates

Logging a New Quick Request

Project Template Designer

New Service Request

Recurrence