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Widget request type

Gui Ávila

Hi. I set up the widget for a JSD project. But user's can't select the request types configured in the portal settings for this project. It seems that with the widget the only option is 1 "default" request type.

If the request types were configured for the project, why they don't appear in the widget? Does not make sense...

Thanks,

Gui.

Accepted answers

All comments

Brant Schroeder

Gui,

All of the public request types should be available for you to make a widget with. I would recommend that you the recommended project settings in the Embed a widget onto a web page documentation. Can you share a screenshot of this issue after checking how everything is setup.

Angélica Luz

Hello @Gui Ávila,

Thanks for reaching out to Community!

On the Widget configuration, we can select a default request type and allow customers to search for all request types.

Please, go to the Widget page and check if you selected the option below:

Screen Shot 2020-10-14 at 13.56.17.png

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

Gui Ávila

Hello Angélica. Thanks for your help, but that was not my question. I know that there's a default request type. My question is why the user can't select the request types configured in the portal settings for this project. When the user clicks the button and the widget opens, there is no place to select the request type.

Thanks,

Gui.

Gui Ávila

@Brant Schroeder Wait, now I'm confused. So widgets are per request type, and not per project? I should create a widget for each request type?

Brant Schroeder

Gui,

That is correct. A widget is specific to a request type in the project. When you set the widget up your would associate it with a request type. For what you are desiring the best option is to direct the user to the portal to submit their request. Then they can select the request type that meets their need. A widget is usually embedded into a web page or application to provide a quick way for users to submit a request.

For instance we have an ITSM service desk that we direct users to. We publish the portals URL and ask them to submit requests through the portal. This provides them with self help and management options and helps reduce calls and emails since they are able to find answers through knowledge base articles, find old requests and manage current requests. We have several applications that we embed the widget into that allows requests to be submitted via the application. An example is our learning management software. Users can submit a learning management request (LMS Request) through the widget directly to the service desk. Majority of these requests are outage or access issues and a knowledge base article would not be able to provide an answer. It also saves the customer a step by not requiring them to log into the portal.

Gui Ávila

Thanks a lot, @Brant Schroeder .

Just one more thing. I can't find a way to create more widgets. It seems to me that its only 1 widget per project. Could you please guide me on how to create a second widget, taking into consideration that I'm already using one widget for a specific JSD project embeded in my website?

Thanks.

Angélica Luz

Customers will be able to see the same request types that they can see in the portal, but it's necessary to check that option that I mentioned in my previous response.

The request types will show based on what customers type in the search bar.

Screen Recording 2020-10-15 at 09.57.00 AM.gif

Gui Ávila

@Brant Schroeder said: " That is correct. A widget is specific to a request type in the project. When you set the widget up your would associate it with a request type".

So @Angélica Luz the widget is for all request types?

This widget settings are confusing...

Justin Couto

It's not a good UI for a customer to have to try and guess the request types we have. The UI almost works exactly as everyone needs it to. If I click the ? and type in a period to the search that pops up, it shows me all of my request types. It should just do this by default. You should have the option to just list all request types in the widget. This would work so much better for everyone.

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