Request types

A request type is the form a customer completes. Each request type has its own form, routing, and visibility.

Request type fields

Field Description
Name The customer-facing name, such as "Report a bug".
Description A short note about when to use the type.
Icon and color The icon and color shown in the hub.
Display order The position in the section.
Active Inactive types stay configured and stay hidden from customers.
Title template A template for the work item title.
Workspace The workspace that receives the new work item.
Item type The work item type for the new item.
Form fields The fields the customer completes.
Visibility The groups and organisations that can see the type.

Create a request type

  1. Open the portal channel.
  2. Select Add Request Type.
  3. Enter a name.
  4. Enter a description. This step is optional.
  5. Select an icon and a color.
  6. Select the Creates item type.
  7. Select the Workspace.
  8. Select Create Request Type.

Windshift fixes the workspace and item type after creation. To change the routing, delete the request type and create a new one.

Add form fields

  1. Open the request type.
  2. Select Add Fields.
  3. Select the custom fields from the target workspace.
  4. Mark a field as required to force the customer to complete it.
  5. Save the fields.

Add a section

  1. Open the portal and select Add Section.
  2. Enter a section name.
  3. Drag request types into the section.
  4. Reorder the sections and the request types.

Routing

Routing sends each submission to one workspace and one item type. Windshift fixes the workspace and item type after creation. To change the routing, delete the request type and create a new one.

The portal can serve several workspaces. The request type routing selects one of them.

Form fields

A form field maps to a custom field in the target workspace. Add the fields the team needs, such as severity, environment, or an affected service. Mark a field as required to force the customer to complete it.

The form always collects a summary and a description. Customers can attach files when attachments are on.

Title template

The title template controls the work item title. Use it to prefix the customer summary with the request type or the customer name.

Visibility

A request type can limit its visibility to selected groups and organisations. A customer who is not in an allowed group or organisation does not see the type in the hub.

Sections

Sections group request types on the hub. Add a section, give it a name, and drag request types into it. Reorder sections and request types to control the customer experience.

The system Email request type

When a portal links an email intake, Windshift adds a system Email request type. The type marks requests that arrived by email. It stays hidden from the public form.

The item type of the system Email type is editable. See Email intake.

Write customer-facing labels

Write request type names and field labels from the customer perspective. Avoid internal team language unless only internal users use the portal.