Edit Requests

Edit Requests

Role Required: Technicians with permission to edit requests
 

Edit an Individual Request 

  1. Go to Requests and choose the respective customer from the drop-down in the header.
  2. Open the request that you want to edit.
  3. Click Edit at the top of the page to open the Edit form
  1. Alternatively, you can edit a request from the request list view by clicking against the request.
  2. Modify the edit form as needed. Click here to learn how to fill out a request form.
  3. Click Update Request to save the changes. 

Inline-Edit Requests

You can also modify the details of a request by using the inline edit option for quick editing.
  1. Go to Requests and choose the respective customer from the drop-down in the header.
  2. Click the subject of a request to open it.
  3. Go to the Details tab.
  4. Click the field you wish to edit. This opens the field in an editable format.
  5. Modify the details. The request template is non-editable while using the inline-edit option.
  6. Click Update Request to save the changes.


Info
Request details such as category, mode, status, site, etc. that are deleted after being used in a request will not be deleted completely. They will be marked as Inactive indicating that they cannot be used for new requests.  
 

Bulk-Edit Requests  

You can edit more than one request at a go. For instance, assume you want to assign a group called Printer to ten requests or assign a category to bulk requests. Then, instead of editing the requests individually, you can perform a bulk edit.
 
To edit multiple requests,
  1. Go to Requests and choose the respective customer from the drop-down in the header.
  2. Select the request that you want to bulk edit using the check boxes in the request list view page.
  3. Click Edit at the top of the page.
  1. The Bulk Edit pop-up opens. The Editing Requests field at the top of the page shows the request IDs that are grouped together to edit.
  2. Edit the form as needed. The options chosen for the fields displayed will be common to all requests. Click here to learn how to fill out the request form.
  3. Specify the Reason for updating the request in the given text field.
  4. Click Update to save the changes.

Change a Request's Template 

While editing a request, you can change the template of a request.
  1. Go to Requests and choose the respective customer from the drop-down in the header.
  2. In the request list view, click on the request you wish to edit.
  3. In the Edit Incident/Edit Service Request form, change the request template from the Select Template field.
  4. Specify how to manage the request data by enabling the following options:
    1. Overwrite existing fields with default values from the new template: Update existing field values with values configured in the selected template. You can choose to apply template values to all fields or only empty fields.
    2. Delete tasks from the previous template: You can choose to delete tasks added to the request from the previous template.
    3. Copy checklists along with values to this new template: By default, checklists in the selected template will be added to the request. Enable this option to retain the existing checklists and their values.
  5. Click Update.
 


If a life cycle is associated with the request, the status will be set to the default status configured in the selected template after the request is edited.
 
Incident requests cannot be converted into service requests or vice versa while editing requests. To learn how to covert requests, click here.

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