Request Checklists
Technicians can use checklists to document each step taken to resolve the request, ensure important tasks are completed, and track decisions made during request resolution.
To view request checklists, go to the Requests module and select the Checklists tab within a specific request.
Role Required: Technicians with Adding and Editing Request Checklist permission
Add a Checklist
To add a checklist,
- Click New Checklist under the Checklists tab on the request details page. To add a checklist template, click
beside New Checklist and select Add Existing Checklists.
In the New Checklist pop-up,
- Provide a name for the checklist and add a brief description to it.
- To add a checklist item, click New Item. A new checklist field will appear.
- Click
against the checklist field to modify the field type.
- To add checklist items from existing templates, click Add Existing Items and choose the items.
- You can also import checklist items from a CSV file under Add from CSV.
- Drag
to reorder the checklist items.
- Hover over an item and click
to add a new item and
to remove the item.
- Click Preview to see how the checklist is displayed to technicians.
After customizing the checklist, click Save to include it in the request.
You can include multiple items in a checklist and add multiple checklists to a request.
Mark a Checklist as Complete
To mark a checklist as complete, go to the Checklists tab in a request and click 
to expand the checklist. The checklist items will be displayed.
For non-input field types, you need to click the check box to indicate that it has been completed.
For text, numeric, and radio button field types, the check box will become enabled automatically after the values have been entered or selected.
You can track the completion of checklist items using the progress bar displayed beside the checklist in the list view.
Checklist Actions
Search through the checklist columns by clicking 
.
To edit or delete a checklist, click 
against the checklist and select the respective actions.