Service Request Editor

The Editor feature allows a user to edit a request one time before the request resumes its workflow. The Editor can be chosen by the technician or the requester.

Configuring the Editor

In ServiceDesk Plus Cloud application, the HelpdeskConfig and technicians whose roles have access to templates can configure the Editor field.

Go to Setup > Templates & Forms > Service Category. Click any category and select a template to edit.

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

To enable requesters to configure the Editor for their requests, hover over the Editor field, click the icon, and check Requester can Set. You can instead allow requesters to only view the Editor configured for their requests by selecting Requester can View.

To mandate the Editor field in the template, select Mandatory Field.

Setting the Editor

Role required: Any user with login credentials can be set as an Editor.

To set a default editor for service templates, go to the Edit Service Template page and choose a user from the Editor drop-down menu.

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 theicon beside the Editor field. Select a user from the list displayed.

If you are site-restricted or group-restricted, only the users in your site or group will be displayed respectively.

You can configure a requester's access to the user list under Setup > General Settings > Requester Portal > When a requester is setting editor show all.

Awaiting Editor update

The status of the request changes to On Hold.
A new column called Editor status is added to the All requests list views.
An icon appears on the service request panel in the status section.
A banner appears on the request details page.

Editing a Service request

Once the request is created, the editor will be notified.
A summary of the request can be viewed on the My Summary view in the request home page.
The request can also be viewed using the Awaiting my update filter.
Click Edit to update the request.
In some cases, the editor is not required to edit the request but only review it. In such cases when there are no edits or if there are no edit permissions, click Mark edited.
The Editor update will be captured in the request history for both Requester and technician.

After Editor Update

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

Note - The status of the ticket will not change from On Hold if the request is awaiting approval, as configured in Self-Service Portal settings.

Changing the Editor

If the configured editor does not update the request, you can assign a new editor for the request. The previous editor will be notified about the role change.

Notifications

To configure notifications for the request editor, go to Setup > Automation > Notification Rules. To learn more, click here.

Note

Editors cannot be set for completed, closed, or approved 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 and Business rules, Custom Triggers, and Request Life Cycle.

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