Creating and modifying requests

A request is a record related to a specific task. For example, a request could be a description of a software problem or a purchase order from a customer. When you create a request, you enter each piece of information about the request in a field. When you save the request, it is added to the database.

If you have permissions, you can open requests and modify them. Only administrators and sub-administrators can delete requests.

To create a new request

1. Open the form.
2. Click New Request.

3. Fill in the appropriate fields in the form.
   If you see an attachment pool, you can click buttons below the pool to add, delete, display, save, and deselect attachments.

   

   If you select an attachment field that does not contain an attached file, only the Add and Deselect buttons appear.

   If you open an attached file from a form in a browser, the file might not be displayed correctly. For example, accented characters can become corrupted. To view the file with no display problems, save the file to disk, and then open the file separately from the browser.

4. Click Save.

To modify a single request

1. Open the form containing the request that you want to change.
2. If the form is not in Search mode, click New Search.
3. Search for the request.
   For more information, see Running-searches.
   The Results pane lists the requests that match the search criteria. The first request appears in the Details pane, which is in Modify mode.
4. Click the request that you want to change so that it appears in the Details pane.
5. Make the necessary modifications to the fields in the form.
6. Click Save.
   Changes made to the Status field are recorded in the request's status history. You can view a list of these changes in the Status History window (select View > Status History).

To modify several requests at once

1. Open the form containing the request that you want to change.
2. If the form is not in Search mode, click New Search.
3. Search for the requests.
   The Results pane lists the requests that match the search criteria.
4. Select the requests that you want to change.
   Use the CTRL or SHIFT key to select more than one request.
5. Click Modify all.
   The Details pane changes to Modify All mode, and a blank form is displayed.
6. Fill in the fields you want updated for every request you selected.
7. Click Save.

To copy information from an existing request to a new request

1. Open an existing request.
2. Press Ctrl+Alt+C.
   The window changes to New mode, and fields are populated as in the original request.
3. Add or modify information in the fields for the new request. 
   You cannot save a request until you add or modify data in the request.
4. Click Save.
   The new request contains all the data and attachments from the copied request, except diary fields.

To copy information from Search mode to a new request

1. Open a new form in Search mode.
2. Instead of clicking New request, add information in the fields.
3. Press Ctrl+Alt+C.
   The window changes to New mode, and fields are populated as in the Search mode.
4. Add or modify information in the fields for the new request.
5. Click Save.