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Editing service request options

Updated on March 25, 2020

When using App Studio, you can edit the Service request options (known as Intent Tasks in Dev Studio) based on your requirements.

  1. In the navigation pane of App Studio, click Case types.
  2. Click the case that you want to open.
  3. In the Settings tab, click Service request options.
  4. To display the service request in the Add task menu for customer service representatives (CSRs), select the Display in Add Task menu? check box.
  5. In the Suggestion Criteria section, select a service request from the Suggest service request When list and then select the appropriate value from the Action list to edit the existing intent when conditions.
  6. Optional: Click Add new to add a new condition, or click Delete to delete the existing condition.
    Note: The categories can be changed only when the intent is available in an unlocked ruleset or any of the non-framework rulesets.
  7. Click Save.
  8. Repeat steps 2 through 7 for each case type that you want to edit in your application.

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