End User - Project Requests

Overview

The ServicePRO Project Template Designer creates a series of service requests to manage multi-task activities, with child requests falling under the base parent request. Project templates ensure that tasks are automatically generated, prioritized and routed to the relevant queue or Rep.

Creating Project Requests – End User

Administrative users can enable or disable Project Requests for End Users in the Portal Designer – End User Options. If enabled, End Users will be able to select available Project Templates from the Service Type selection in the New Request Wizard, along with any other allowed Service Types (i.e. Quick Request Templates, Generic Service and Purchase Requests).

When an End User selects a Project Template type in the 'Service Type' field:

• The New Request Wizard will be populated with details stored in the template from the root Parent Request task, similar to how it works with Quick Request Templates.
• If the root Parent Request task is a Custom Request Type, then the ‘Custom Fields’ step will automatically be loaded with the values stored in that template.
• If the root Parent Request task has main request properties stored in its template, the values for these properties will be automatically be filled in for the following steps:
• Title
• Main Properties
• Details
• The Project Tree will not be visible to End Users, and subsequently, End Users will not be able to edit Child Tasks. As a result, the End User will not be required to enter information into any Child Task details to save the Project Request.
• For End Users, submitting a Project Request will be the same as submitting regular Service or Quick Requests, as only information for the root parent request will be mandatory.
• When a Project Request is submitted, Child Task properties for the Project will be updated based on Project Template settings, and the request will be submitted along with the parent task. If a Child Request fails any validation, a warning will be shown asking the End User to contact the ServicePRO Administrator.

If the End User selects a Project template in the Service Type selection:

• For root parent requests, users will only be allowed to change prefilled data for Memos and Custom Fields.
• Users will be allowed to change selections in the following workflow-related fields if an existing value is present (i.e. the field is not empty) :
• Folder
• Category
• Due By
• Users will be allowed to change urgency and asset properties.
• Users will be allowed to change the Service Type of the request.
• Please note, after a Project template is selected for the Service Type, should the user return and change the Service Type to any other service in the Root Parent, all the data in request properties will be reset to the defaults for the newly selected service type.