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Configure Service Request Action Templates

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Level: System Administrator

For each Service Request type you can either edit an existing action template or add a new action template. The actions template populates the Status and Vertical Progress bar.

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In this example the Relocation Small Move's action template displays and this procedure will explain how to set up (or update) an action template.

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Optional - Add in the new keyword

In the example, below the Service Request type call Relocation Request Small Move is added to the Service Request Types keyword set. To learn how to set up a new Service Request Type then see Configure the Service Request Types.

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Optional - Update the Service Request status (workflow steps)

In the Action Templates the Workflow Steps are based on the the Service Request status. If you need to modify the Service Request Types keyword set, see Configure the Service Request Status.

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This will display in the Status and Vertical Progress bar, as seen below.

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Add the Action items to a Workflow Step

If you have added a new Service Request it will display with the following Workflow Steps without any actions.

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If you have existing Service Request Types the existing Workflow Steps and the Actions will display. If you need to modify the Workflow Steps then update the Service Request Status keyword set, refer to Configure the Service Request Status.

Complete the following:

  1. Navigate to Admin Settings > System Config > General > Service Requests.
  2. Click the Action Templates tab.

The Service Request types display with the corresponding workflow steps.

3. Click the Service Request Type. For example Relocation Request Small Move.

4. Click the Workflow Step. The actions display.

5. In the Add Task field, enter the task.

6. Click the Add button.

The task is added to the list.

Update an Action

You can update an action, complete the following:

  1. Click the Service Request Type. 
  2. Click the Workflow Step. 
  3. Click the Action. The Edit Action displays.

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4. Click the Edit image2020-4-14_11-53-2.pngicon.

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5. In the Task field, update the task.

6. Click the Tick image2020-4-14_11-55-37.png icon to save.

Re-order the Tasks

You can update an action, complete the following:

  1. Click the Service Request Type. 
  2. Click the Workflow Step. 
  3. Click the Action. The Edit Action displays.
  4. Click the Edit image2020-4-14_11-53-2.pngicon.
  5. Drag and drop the task's re-order image2020-4-14_11-57-54.pngicon.
  6. Click the Tick image2020-4-14_11-55-37.png icon to save.

Delete an Action

You can delete an action, complete the following:

  1. Click the Service Request Type. 
  2. Click the Workflow Step. 
  3. Click the Action. The Edit Action displays.
  4. Click the Edit image2020-4-14_11-53-2.pngicon.
  5. For the action you want to delete, click the Delete image2020-4-14_12-0-21.pngicon. The action is deleted.
  6. Click the Tick image2020-4-14_11-55-37.png icon to save.