Service request types
Availability of service request types in Rhythm for Civics is configured using the Portal Configuration tab of the Request Type form. Use these check boxes to configure the availability of a request type in the Service and CDR Portal:
- Show in Portal
- This check box indicates whether the request type is available in the Service and CDR Portal.
- Is Public
- This check box indicates whether users in the public role can view service requests in
the portal. The Show in Portal
check box must also be selected for the request type. If the Is Public check box is not selected, then only the
customers who own service requests can view them.Note: Users in the public role can only view service request information. They cannot take any action against service requests in the portal.
- Allow Customer Submission
- This check box indicates whether customers can submit service requests of this type through the portal.
- Allow Public Submission
- This check box indicates whether public users can submit service requests of this type through the portal.
Under , use these check boxes to configure the availability of a request type in the Billing Portal:
- Show in Portal (Billing)
- This check box indicates whether the request type is available in the Billing Portal.
- Allow Submission (Billing)
- This check box indicates whether customers can submit service requests of this type
through the portal.
Anonymous service requests are not supported in the Billing Portal, so there is no option for public submission.
The Portal Configuration tab includes these additional configuration options:
- Portal Description
- This field specifies the description of the service request type that will be displayed in Rhythm for Civics.
- Portal Keywords for Submission Filter
- Optionally, specify a list of keywords that can be used to search for service request types in the portal. If filtering is enabled for request types in the Add Instrument widget, a search field is shown at the top of the list of available request types. As the user types in this field, the request types are filtered based on attributes such as the category and the description. Any keywords that you define will be used as additional search criteria.
- Portal Instructions
- Specify instructions for submitting service requests of this type. The descriptions will be displayed for users in Rhythm for Civics.
- Log Generation Links
- To add log generation links for service request types, Specify the type of log entry to
add and the link text to show in the Log Type
and Link Text columns.
Use these columns in the Log Generation Links grid to specify additional information:
- Instruction Text: Enter instructions for portal users to follow. The popup for this column shows a standard comments field with toolbar, so you can format the instructions as needed.
- Show in My Projects: Select the check box to show the log link in the My Projects widget.
- Show in Customer Details: Select the check box to show the link in the Instrument Detail widget for users in the customer role.
- Show in Public Details: Select the check box to show the link in the Instrument Detail widget for users in the public role.
You can also define custom log generation links for your service request types. These will allow portal users to add different types of log entries to service requests.