CATALOG OF REQUESTS

Reasons for using the catalog of requests

The catalog of requests allows you to speed up and simplify entering of new requests. You can do this by defining templates. These templates extend the use of the Requests module for specific scenarios. Here is the list of parameters you can set for the template:

• predefined assignee, priority, type or area of ​​service, but also a description of what will speed up the process of fulfilling a new request
• assign a customer or customer category, so that each customer can use a catalog of services tailored to their needs
• setting visibility according to work positions, thanks to which logged-in users can only see relevant templates corresponding to their work position
• define your own set of custom properties, so that the request form can be customized for each usage scenario
• default tasks, which are created automatically when the request is entered and assigned to a specified assignee
• an approval process can be assigned to the template.

Sample catalog of requests on different platforms

How to enter a request via the catalog of requests

To create a new request from the catalog in Requests->List of Requests, click the  +Add from catalog button. More information about creating requests from the catalog can be found in the text Working with a request – operator.

How to create a tile tree for the catalog of requests

To create requests via the catalog of requests, you must first create tiles in Global Settings-> Requests-> Catalog of Requests. The procedure can be found HERE.

Then define a new template in Requests-> Request Templates. After filling in the basic data, go to the Catalog of Requests tab, where you can attach template to the tile. In the Assigned Companies tab set for which customer the template will be available. You may not need to select a specific customer, but you can assign the template to multiple customers of the same type at once. Details on creating templates are described below.

How to create a template for tiles

A new template can be created via the List of Request Templates. It is located in Requests-> Catalog of Requests, if the catalog of requests is enabled in Global Settings->Requests->Catalog of Requests.

Use the  +Add a record  button to create a new template. The form for creating a new record will open. Then follows a list of fields, with the # cross indicating those that can be turned on optionally. Required fields are marked with •.

Basic data

Request name • – the name under which the template will be displayed in the catalog of requests and will also be used as the name of the request created from the catalog (can be changed)

Request description – used as a description of the request created from the catalog (can be changed)

Note – a text box to insert a note in the request

Approval rule – if you need requests created from this template to be subject to approval, select the approval rules offered in the code list. Only rules that belong to the rule group Approval Process, Approval for Request Creation by a Customer and Dynamic Approval of Requests Based on Additional Properties are offered. If no rules are offered, you can create one in Approval->Approval processes.

#Request type – offers a choice of request types defined in Global Settings->Requests->Types and Areas of Service, where this field can be enabled. When entering a new template, it is also possible to set whether this parameter in the template and in the request will be editable, editable only by the operator, or not editable by anyone.

#Area of Service

The following settings are displayed only if the Request Service Areas option is enabled in Global Settings->Requests->Types and Areas of Service.

#Restrict area selection

• No restriction – a request created from this template will not have a limited selection of service areas. All service areas defined in Global Settings->Types and Service Areas will be available for the request.
• Limit to selected areas – only selected areas will be available in the request created from this template. It is also possible to select the 2nd level of the area for the selected area. You can remove the selected area by clicking the x icon next to the service area name.

#Default area – the selected area / level 2 on the request will be pre-filled. This setting is available regardless of whether or not the selection of request service areas is limited. If the selection of service areas is not limited, you can set any service area that is defined in CDESK as the default area. If the selection of service areas is restricted, you can only set specified areas as the default area.

Properties

Priority • – request priority can be enabled in Global Settings->Requests->Requests. The choice of priority will affect deadlines of the request, as long as the SLA is defined. It is also possible to set whether this parameter in the template and in the request will be editable, editable only by the operator, or not editable by anyone.

#Assignee group • – this option is displayed only if the Limit the selection of assignee by assignee group function is enabled. The selected assignee group will be pre-filled in the request created from this template. It is possible to set whether this parameter in the template and in the request will be editable, editable only by the operator, or not editable by anyone.

Assignee • – select the request assignee. If you have activated the function Limit the selection of assignee by assignee group, only assignees from the selected assignee group will be displayed in the offer. In this case, the choice of assignee is not mandatory. It is also possible to set whether this parameter in the template and in the request will be editable, editable only by the operator, or not editable by anyone.

How to give priority to an assignee

• From template – when creating a request, the assignee set on the template is pre-filled in the request
• From the settings of the area of service – when creating a request, the assignee assigned to the selected service area is pre-filled in the request.

Enable assignee change after missed time to response – in case the selected assignee, or any of assignees in the selected group of assignees misses the deadline for response to the request, the request will be assigned to another assignee or group. If the request should not be assigned to another assignee after missing the response date, leave the field blank. This field can be turned on in Global Settings->Requests->Requests. It is also possible to set whether this parameter in the template and in the request will be editable, editable only by the operator, or not editable by anyone.

Assistent assignees – it is possible to add other, so-called assistant assignees, or groups of assignees, who will be able to edit requests and will be also notified of changes in them. The Assistant Assignees field can be turned on in Global Settings->Requests->Requests in general settings. In the Edit Parameters column, it is possible to set option to change fields in the request. It is also possible to set whether this parameter in the template and in the request will be editable, editable only by the operator, or not editable by anyone.

Responsible person – it is possible to set a responsible person for the request, who can, for example, decide on the implementation of the request. The Responsible Person field can be turned on in Global Settings->Requests->Requests in general settings. In the Edit Parameters column, it is possible to set an option to change fields in the request. It is also possible to set whether this parameter in the template and in the request will be editable, editable only by the operator, or not editable by anyone.

Additional properties on the request template

It is possible to define own set of additional properties for each template, which allows you to adapt the creation of requests to different scenarios and also significantly speed up creation of a request by filling in only those fields that are relevant for the given scenario. Use the +Add properties button to add additional properties. Working with custom properties is described in the article Additional Properties.

Add additional properties to the template

To add an additional property, click the +Assign a property button. Click to open a new window with a list of  additional properties that you can define under the CMDB module. For each property, there is a check box to select desired property. Use the Assign selected button to add selected properties.

If the list does not contain the property you require, you can also define it directly in the property selection window using the +Quickly add a property and +Composite property buttons. Select +Quickly add a property to create a  base property. Use the Composite property button to add a composite property that contains more base properties.

Setting additional properties for the request template

The selected additional properties are included in the list of Additional properties. The properties in the request form will be ordered the same way as in this list. You can change the order of the items by dragging . The search bar is situated above the list. To delete additional features that you have already added and do not want to use anymore, press the button.

You can also set how the properties are displayed and filled.

Show Collapsed – when the Show Collapsed option is checked, only the check box will be displayed in the request form and not the entire property. The property unrolls, when this check box is selected.

Required Field – if the Required Field option is checked, the given property will be marked as mandatory in the request form. You will not be able to save the request unless you fill in the property.

More Values ​​– checking More Values ​​will allow you to fill in the property multiple times. You can limit this number in the Limit field.

Subject to Approval – allows you to set the approval for the selected additional property.

Link a template to the tile

The template can be assigned to a tile in the Catalog of Requests tab. The tab contains a list of tiles of the catalog of requests. The tiles can be defined in Global Settings->Requests->Catalog of Requests. Check to select for which tiles the template will be available.

Assigned companies

In order to save a template, you must first assign it to customers – either by selecting a customer category or by selecting individual customers from the list in the right half of the window. To narrow the selection of offered customers or the search for a specific customer, use the search box above the list. The template will thus be available in the catalog of services only to assigned customers.

Visibility by work position

The catalog of services can be differentiated by offering templates also according to work positions, which can be defined in Global Settings-> Work Positions-> Defining of Job Positions. Visibility can be adjusted by clicking on the icons in the column:

– users can see the template in the catalog of requests

 – users are unable to see the template in the list of requests.

Work positions can be assigned to users in Permissions and Access-> Users. To determine the visibility of a request is suitable for creating requests that are to be accessible only to senior executives, for example. Requests can be assigned to an assignee group as well.

Click on the  Save  button to add to the catalog the template you are creating.

How to set up an automatic generation of tasks

Automatic generation of tasks can be performed after creating a request via a template in which tasks are defined. Tasks can be conditionally created based on certain properties, but only at the time of request creation. Running one task does not depend on completing other tasks. Such advanced capabilities are provided by work orders described HERE.

The Tasks tab becomes available after saving the template, but only if the task module is enabled in Global Settings->Tasks.

To add a new task, click the +Add a task button in the upper right corner. A new window will open.

Request template – the name of the template to which the task is to be assigned

Title – the name of the task under which it will appear in the task list – it is also the title of the generated task for the assignee

Description – description of the task

Default assignee – determine who will be assignee of the generated task. It can be also an assignee group

Count in TTR – can be the same as the deadline for request completion, or can be specified in hours or days

Create task – select under what circumstances the task will be generated:

• When creating a request – after creating a new request via the catalog of services, this task is generated and assigned to a specified assignee
• Subject to specified conditions – the task is generated after specified conditions are met. If you specify multiple conditions, the task is generated only after all of them have been met. To generate a task after meeting at least one of the conditions, you must create a separate task for each of them. Conditions can be created from the custom properties listed in the basic template data, and only from the following types:
  • checkbox – option to select a condition according to the on or off status
  • custom enum – option to select a condition according to the values defined in the custom enum used in the given optional property

To assign a task to a template, click on the  Save button. Click on the Cancel button to close the window without adding the task.

How to set up automatic generation of work orders

Automatic generation of work orders can be performed after creating a request via a template in which work orders are defined. The created work orders can interact with one another in serial-parallel way. Running a work order may depend on completing previous work orders.

The Work Orders tab does not appear until the template is saved, if the action is enabled in Global Settings-> Work Orders. Here it is possible to define work orders that are to be automatically generated and assigned to assignees when creating a request.

Use the button to add a new work order. A new window will open.

Request Template – This field is pre-filled with the name of the template to which the work order is added. You cannot change the name in this field.

Work Order Template – select a work order template from the code list. The selected template will serve as a model for automatically created work orders for a request that will be created from this request template (this includes generating a work order based on an additional property or a certain value of an additional property). If the code list does not contain any work order templates, you must create them in Requests-> Order Templates.

Generate a Work Order – select a condition on which basis a work order will be generated. The code list contains the following options:

• Do not create automatically – the work order is not created automatically and it is supposed to be entered manually.
• Automatically – the work order is created automatically after creating a request from the template. The work order will be created based on the set work order template.
• After completing the additional property – the work order is created automatically after completing the selected additional properties. Selecting this option opens a field for setting generation conditions. CDESK offers the following options:
  • At least one condition – to generate a work order, you only need to complete one additional property located in the request.
  • All conditions – to generate a work order, it is necessary to fill in all additional properties.

The additional properties that condition the generation of a work order are listed below. These are additional properties that are added to the request template. If it is a composite property, each property in it will be listed. If you do not want any of the additional properties to affect the generation of the work order, click the icon next to the additional property´s title. However, the additional property marked this way will remain in the request template. Click the  icon to return additional property to the list of properties that affect the work order generation.

• Set a specific value for an additional property – a work order is created automatically after filling in specific values of selected additional properties. If you select this option, the field for setting generation conditions becomes available. The CDESK offers the following options:
  • At least one condition – to generate a work order, you only need to complete one additional property located in the request.
  • All conditions – to generate a work order, it is necessary to complete all additional properties.

Additional properties conditioning the generation of a work order are listed below. These are additional properties that are added to the request template. If it is a composite property, each property of it will be listed. If you do not want any of additional properties to affect the work order´s generation, click on the icon next to the name of the additional property. However, additional properties marked this way will remain on the request template. Click on the icon to return the additional property to the list of properties that affect the work order´s generation.
Next to each property, there is a field for entering a specific value at which the work order will be generated. Depending on the type of basic property, the following values can be set:

• • Time – click to open a window to set the time
  • Datetime – click to open a window to set the date and time
  • Checkbox – offers options: On status / Off status
  • Number – you can enter in the field only an integer without a decimal point
  • Date – click to open a window for setting a date
  • Number (decimal) – enter a decimal number in the field
  • Hyperlink – it is not possible to set the Hyperlink property to affect the generation of a work order. Therefore, it is not in the list.
  • IP address – enter in the field the IP address in the format xxx.xxx.xxx.xxx
  • IP range – enter in the field the IP range in the format xxx.xxx.xxx.xxx – xxx.xxx.xxx.xxx
  • Counter – set a specific value for the selected date. For now, you can only enter an integer without a decimal point
  • File upload – no specific parameter set for this property. The work order will be generated automatically after attaching the file to the request
  • Long text – you can enter any character in the field, the maximum number of characters is 65 535.
  • Long text with formatting – you can enter any characters in the field. The maximum number of characters is 65 526.
  • String – enter any character in the field. The maximum number of characters is 255.
  • Tri-state checkbox – offers options: On status / Off status
  • DB relation – you can select one value from the code list. The contents of the code list vary depending on the relation type. For example, if it is a relation to companies, the code list will contain companies registered in the CDESK.
  • Custom Enum – select one value from a selected code list.

To save the work order settings, use the Save button in the lower right corner of the window. Click on the Cancel button to close the window without saving your changes.

How to set up a serial-parallel ordering of work orders

Use the icon to set the work order to be activated only after the selected commands have been completed. Clicking on the icon will open a button in the Execute when commands are finished column to select commands that are located in this template. Click on the icon to confirm the selection.

How to set up request approval through an additional property in the template

To approve a request through additional properties will be possible only if you set for the template that the approval rule belongs to the group Dynamic approval of requests based on additional properties. If you have not yet created such a rule, do it in Approval->Approval Rules.

Approval by the selected property is available by checking the Subject to approval option. Clicking on the icon will open a window for setting up the approval process.

No default approver for the property – check the icon to turn off the option of selecting a default approver. If the default approver is turned off, not set items will not be subject to approval. If enabled, below lies a field where you can select a user group or a user that is authorized to approve. If you set a default approver and other approvers for each item of the code list below, the items will be approved by the user who is set as a default approver, as well as the approvers set for each item. This setting applies only to code lists. For other properties, it is not possible to set approvers for individual items separately.

For a composite property, you can set a default approver for the entire property and for each property separately.

Property field options

KO – A property that has the KO option checked, will be placed first in the first stage of approval in the approval process. The approval process is generated for all approvers set for the property but only those who are assigned to properties marked as KO will be notified. Other property approvers will be notified of the approval process only when the KO property is approved. KO property is approved only when all approvers of the KO item give a positive opinion. If at least one or more users do not approve the property, the property will not be approved regardless of the comments of other approvers.

Field and values without default approver – when checked, the property will not have a default approver.

Use the default approver from the property – when checked, the property will have the same default approver as the entire property. This setting is especially important for a composite property.

Custom default approver – when checked, the property will have its own default approver. This setting is especially important for the composite property.

Approval settings separate for each item of the code list

By using the +Add an item from the list button, you can select an item from the code list that will be subject to a different approver, not the default approver. For example, if the default approver does not approve a property, but the approver of a particular item approves only that item from the code list, only that one will be approved. The request will be partially approved.

Using the +Add an item from the list button will open a window where you can select an item from the code list. The following options will then be made available:

Value is not subject to approval – the selected value will not be subject to approval.

Custom approver – select an approver / group of approvers for selected item.

To apply settings, use the Set button. Select Cancel to close the window without applying the settings.