Overview
When using custom dropdowns in the work request portal, requesters may occasionally choose the wrong option. This can lead to a custom template with instructions that do not help the technician resolve the issue.
Fortunately, you can easily update the work request to use the correct template with just a click of a button.
This article covers how to use the recreate work request feature.
(Note: this feature is available on Premium+ and Enterprise plans.)
Table of Contents
How to Recreate a Work Request
If you review a work request and determine a different template is required, updating the template is quick and easy.
In the task, click on the green action button. From the list of options, select the recreate icon.
This icon will only appear if the work request was generated from a custom dropdown option.
In the new window, you'll find all custom WR templates available for that location.
These include:
Custom WR templates for other dropdown options. If your work request form includes multiple dropdowns, all related templates will be shown.
These templates are marked with a dropdown icon and are named according to the dropdown option.
Custom WR templates from email requests. Templates from requests submitted via email are also available.
These templates are marked with a mail icon and are named based on the WR email.
Click on your desired template, then click "Recreate."
The template will automatically generate. If the new template has different tags, assigned user(s), recommended parts, or other task details, those will update automatically.
If you need to update the task again using a different template, repeat this process.
(Note: users must have permission 'Merge and Recreate Work Requests (#177)' enabled to use this feature.)
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