This feature provides you with the capability to add additional fields for a user request on the user portal in order to better qualify it. For instance, define the number of CPUs, the size of RAM and the type of OS when a user requests a new virtual machine.
Template fields can be of th following types:
A request template is related to a Service Subcategory.
Once defined, the fields defined in the template are automatically displayed on the user portal.
The page shows a list of already defined request templates. Click on the button “new” to create a new one:
A request template is identified by its name, the related Service and Service Subcategory.
The label is used on the portal to select a template if several are defined for a given Service Subcategory.
The tab “Fields” is used to define the fields of the template:
Click on “Create a new field” to define a new one:
A field is identified by its code. The label is used to display the field on the portal.
high,medium,low”) or an OQL (e.g. “
SELECT Service WHERE org_id = 12”).
The tab “Preview” displays a preview of the template as it will be displayed on the user portal:
If an end-user selects a Service Subcategory on the user portal which is related to a request template, the specific fields for this template are displayed, prompting to enter the additional information.
This additional information is copied in the Public log when the User Request is created.
It is also possible for a Support Agent to see the extra information in the tab “Extra Data” in the details of the User Request.
No specific configuration is required for this feature.
This feature is available only in the user portal. It is not possible to add additional fields in the standard iTop support agent interface.