Requester Field

This field contains the name of the user who is requesting service. There are three ways to identify the owner of the request being submitted.

1. The user can simply start typing the name of the contact and the system will auto-complete the name when found.

2. You may drop-down the requester list box and select the contact name.

3. When the volume of contacts grows large, you may prefer to click on the “Requester” link. This will open a search box for you to perform a search for a contact name.

When you leave the requester field, the system will scan for a service level agreement setup against this contact, even if it is via the organization that the contact is associated with. If it finds a service level agreement, it will pre-fill the remainder of the form with the information according to the agreement. Note: see Service Level Management for more details.

Request Title

The Service Request Title is a short description of the problem or request for service. You can change the Title any time you are updating a request.

Origin

The medium the requester used to contact the support team.

Attach

All users can attach files to service requests. Files can be attached when creating or updating these objects.

Notes

A Notes field is a free-form field into which the user can type or paste textual information.

Keyword

Keyword is the field in which you can suggest keywords for a particular request, so that the request can be easily searched with the use of the given keywords, especially if the request is later transferred to the knowledgebase.

Priority

Requests must be prioritized in relation to other requests in the system. Target Helpdesk by default offers some predefined levels of priority e.g. Critical, High, Medium, Low. As with many such assignments, Target Helpdesk allows your system administrator to customize what priorities appear according to your company’s requirements.

Status

Status can be such as Open, On Hold and Closed. Target Helpdesk allows your system administrator to customize what status entries appear according to your company’s requirements. Note: status of “open” and “closed” are fixed.

Category

Types of category can be Hardware and Software and also subcategories are there for each main category. Target Helpdesk allows your system administrator to customize what categories appear in the selection list according to your company’s requirements.

Asset

The Asset is the field where user can record what product the request relates to.

When you leave the asset field, the system will scan for a service level agreement setup against this asset. If it finds a service level agreement, it will pre-fill the relevant form fields with the information according to the agreement. Note: see Service Level Management for more details.

Logged

Logged is the date and time that the request was logged.

Follow up by

Follow-up by is the target date/time that the request will be followed-up by.

Due By

Due-By is the target date/time that the request will be completed by.

Assign To

Assign To is the field in which we can assign task to particular person or queue. Assigning a request to a queue allows a queue administrator to perform an onward assignment to the person in the team best suited for the request requirements.