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Creating a new service request

As an initiative to raise employee satisfaction, U+Comms wants to offer its employees the convenience of ordering lunch through a service request system. To do so, they create a new Order lunch service request in the internal employee application.


In this demonstration, you go through the process of creating a new template-based service request for ordering lunch.

Log in to App Studio as an administrator. In the navigation pane of App Studio, click Case types. On the Case types landing page, click New. In the Create Case Type dialog box, enter the name for the new service request: Order Lunch. Next, in the Template field select Customer Service Generic Template. Click Next to create the new service request.

Now, you need to add three new properties to the service request. Select the Data model tab and click the Add field button. In the Add field dialog box, add three single line text properties: sandwich, sandwich toppings, and drink. Click Submit and then save the Order Lunch service request.

With the data model updated, you need to adjust the user interface to include the new properties. Click the UX tab. In the Views pane, go to the Other views tab and select the Capture case input. In the Edit View pane, in the Fields section, add the newly created properties: Sandwich, Toppings, and Drink. Click Save and then click Back to return to the Other views tab. Now, repeat the same steps to add the three fields to the Review of intake case view.

Lastly, make the Order lunch service request appear in the General category of tasks. In the navigation pane of App Studio, click Control Panel > Case types. In the list of case types, click Interaction. Go to Settings > Task Categories. In the General category row, click the Configure button. In the Task category dialog box, click Add Task. Select the Order lunch service request, click Submit, and then Save.

You have now created the new Order lunch service request and made it available along with the other General service request types.

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