Configuring the Editor  

1. Go to Setup > Templates and Forms > Service Category.  
   
2. Select the respective customer from the filter in the header.
   
3. Click any category and select a template to edit.
   

1. Drag the Editor field from the right panel to the canvas.
   

1. To enable requesters to configure the editor for their requests, hover over the Editor field, click the , and check Requester can Set.
   
2. You can also allow requesters only to view the editor configured for their requests by selecting Requester can View.
   
3. To mandate the Editor field in the template, select Mandatory Field.
   

Set a Default Editor 

1. Go to Setup > Templates and Forms > Service Category.  
   
2. Select the respective customer from the filter in the header.
   
3. Select the template you want to configure the editor for.
   
4. In the Edit Service Template form, choose a user from the Editor drop-down menu.
   
5. Click Save.
   

The default editor configured with the service template is not restricted by site or group settings.

 

To set an editor while raising a request, click on the Editor field in the new request form and select a user from the list displayed.

Awaiting Editor Update 

1. The status of the request changes to On Hold upon request submission.
   
2. A new column called Editor Status is accessible in the column chooser to add to the request list view.
   

1. A icon appears on the service request panel in the status section.
   
2. An Awaiting editor update from [Technician] banner appears on the request details page.
   

Editing a Service Request 

1. The request details can be viewed from the notification panel 
   
2. The request can also be viewed using the Awaiting my update request filter.
   

1. Edit the request as required
   
2. In some cases, the editor is not required to edit the request but only review it. In such cases, click Mark edited.
   

After Editor Update 

1. The status of the request moves from On Hold to Open.  
   
2. The concerned requester and technician will be notified.
   
3. The editor field in the request will be disabled.
   
4. The editor can view the request under the Updated by me request filter.

The request's status will remain On Hold if it is awaiting approval, as configured in the Requester Portal. 

Changing the Editor 

1. Go to the Details tab within a request.
   
2. Click the Editor field to open it in an editable format.
   
3. Choose the editor from the drop-down.

Editor Notifications 

Editors cannot be set for completed requests. 

The editor's update will be canceled if the request status is changed manually

Approvers configured for a request will be notified only after the editor updates the request.

The Editor field can be used in Form Rules, Business Rules, Triggers, and Life Cycles. 

Reports can be generated with the Editor and Editor Status fields.