Managing service request types

About Client Portal request types

A Client Portal request type is the Client portal equivalent of a ticket category: a template your clients will use when submitting tickets from the Client Portal. It controls how the ticket appears in the Client Portal, specifically:

• The fields displayed on the ticket
• Which fields are required
• The default values for fields on the Client Portal New Ticket page
• The picklist values available on the Client Portal New Ticket page
• The background questions that appear on tickets with this request type
• How the ticket priority is set (directly or by answering pre-configured questions)
• The ticket category applied to tickets with this request type in your Autotask instance

For information on configuring a request type, refer to Adding or editing Client Portal request types.

Managing request types

To open the page, use the path(s) in the Security and navigation section above. Autotask comes with the following service request types:

• One default active service request type called General Request your clients can start to use immediately. Tickets of this type are created with a status of New and will go to your Client Portal queue. You cannot edit these settings, but you can add or edit background questions.
• A request type for tickets that are created by you, the service provider, but displayed in the Client Portal, called Created by Service Provider. This request type is set to inactive, and has no default values or custom available list values chosen for any fields. However, we do not prevent you from activating the request type, configuring field default values, or configuring field available list values. If you choose default values, they will only be applied if the request type is used when your customer contacts create a ticket in the Client Portal, not when you create a ticket in your Autotask instance.
• Sample inactive service request types. These are provided as examples but will not appear on the request type drop-down list for clients creating tickets until you activate them. These samples can be deleted if you choose not to use them.

To add a request type, click New Request Type. Refer to Adding or editing Client Portal request types.