HR Help Desk Customization | Case Status, Sources & Restrictions Settings in Zoho People 5.0

HR Help Desk - Customization

Customization in HR Help Desk allows you to edit and reorder "case status" and "sources of request" labels. Set restrictions on reopening and commenting on closed cases. Mandate descriptions for the queries raised by your employees.

Watch our help video on customization in HR Help Desk settings:


Cases status

To customize case status texts:
  1. From your home page, go to Settings > HR Help Desk > Preferences > Customization and select Case status tab.
  2. To edit case status text, hover over the case status and click on the edit icon.
  3. Enter your custom status text and click Save.
    The case status text will be updated.

Source of request

To customize source of request texts:
  1. From your home page, go to Settings > HR Help Desk > Preferences > Customization and select Source of request tab.
  2. To edit case status text, hover over the source of request tab and click on the edit icon.
  3. Enter your custom source of request text of your preference and click Save.
    The source of request text will be updated.

Restrictions

Restrictions setting can be used to disallow requestors from reopening closed cases and restrict comments on closed cases. Additionally, descriptions can be made mandatory for query submissions. 

To set cases restrictions:
  1. Go to Settings > HR Help Desk > Preferences > Customization and select Restrictions tab.
  2. Enable or disable the toggle buttons to set required case requests restrictions. These are the available options:
    1. Restrict Reopening Cases - Prevents requestors from reopening closed cases.
      - Requestors cannot reopen closed cases
      - Administrators and agents can still reopen cases when required
    2. Restrict Comments on Closed Cases - Disables commenting on closed cases.
      - All users are restricted from adding comments once a case is closed.
    3. Mandatory Description for Queries - Ensures that all cases include a description.
      - Requestors must enter a description when raising a case. Therefore, prevents submission of incomplete queries.
    4. Restrict Case Priority Access - Hides the case priority field from users.
      - Case priority field will not be visible in case forms and configuration screens.
Alert
When enabling case priority access restriction, you will be prompted to remove any existing dependencies. For example, if case priority is a criteria in the SLA of particular category, then it must be removed.