Set up request categories for walk-through mode

By default, users submit requests in walk-through mode, which guides them through a graphical, step-by-step process.

Note: To disable walk-through mode and use a single-page request form, you need the Manage Site Settings administrative permission.

You must set up request categories to use walk-through mode. You can customize each step to ensure administrators receive the information they need, and the appropriate people are assigned and notified about the request.

Request categories form a hierarchy with unlimited levels. Child categories inherit all fields from their parent categories.

Example: Suppose you have a top-level request category called Device/Hardware, with a custom field for "Have you tried restarting your device?". Any request categories nested under Device/Hardware will display the "Have you tried restarting your device?" field.

To add new request categories:

1. Select Settings > Manage Request Types.
2. Next to the request type you want, click . The Request Categories page appears.

   Note: If the Manage Request Categories icon does not appear next to a request type, walk-through mode is not enabled for that request type.

   

3. Click + Add New. The new category fields appear.
   
   
4. Enter a Name.
5. To allow users to select Other when their issue isn’t listed during request submission, turn on the Allow Other toggle.
6. To require users to complete all requested custom fields when they submit a request, turn on the Require Custom Fields toggle.

   Note: When you turn on this option for a category, all child categories inherit the setting. You can add fields to child categories but cannot remove fields inherited from parent categories.

7. To create a quick request, enter the Quick Request Name.

   Note: Adding a Quick Request Name lets users submit requests for common issues with one click.

8. To add an image:

   Note: This adds a visual icon to the category. The default image is a folder icon.

   1. Click + Choose.
   2. Select the desired image.
   3. Click Open.
9. To add a custom field:
   1. In the Unselected column, select the field you want to add.
   2. Drag and drop the field into the Selected column.
   3. To sort the fields in the Selected column, drag and drop them into the desired order.
10. Click Save.
11. Drag and drop the new request category to the desired location in the Request Category hierarchy.

To copy request categories:

1. Select Settings > Manage Request Types.
2. Next to the request type you want, click . The Request Categories page appears.
3. Find the category you want in the hierarchy, and click it.

   

4. The category fields appear. Click Copy. The Copy Category pop-up appears.
5. Enter a unique Name.
6. To Copy Sub-Catagories, ensure the toggle is on.
7. To Copy Fields, ensure the toggle is on.
8. Click Save.
9. Drag and drop the copied request category to the desired place in the Request Category hierarchy.

To delete request categories:

1. Select Settings > Manage Requests Types.
2. Next to the request type you want, click .

   Notes: If a request category is associated with an existing request, the delete icon will not appear. If a request category is not associated with an existing request but is associated with either auto-assign or auto-notify, the delete icon appears and a pop-up informs users they must remove the request category from auto assign/auto notify first.

3. Click OK to delete the category.