The E-Helpdesk Administration window essentially features an editor allowing you to manage Requests Types (as they appear in the Types list when an AO creates a New Request):

To make any change(s) in the Request Types list (create new items, modify existing items, organize items or remove items), you will first need to click on the Edit button:

Now in Edition mode, you can Add or Edit Request Type Categories (in the left-hand panel) - or Add or Edit Request Types Definitions (in the right-hand panel):

Managing Categories

Add a Category

To add a new Request Type Category, you might first need to navigate in the menu tree, locate and select the folder in which you want to create the new Category.

In this example, we want to create a new category inside the Request for Improvement folder. If not already expanded, optionally click on the  Plus icon to reveal the content of the target folder:

Next click on the Add button from the Category editor panel:

In the pop-up dialog, enter the Name of the Request Type Folder about to be created (Insert New Category in our example):

The folder has been added to the collection and is now visible at the bottom of the list in the right-hand panel:

 Using the Up and  Down arrows, move the folder to the desired location (in second position for this example):

Next click on the Save button to persist your changes:

The (for now yet empty) folder is listed in the menu:

Move a Category

While in Edit mode: locate and select the parent category in the left-hand panel, next select the item to me moved in the right-hand panel and use the Up and  Down arrows to move the item to the desired position - then Save the changes.

Edit (the name of) a Category

While in Edit mode: locate and select the category in the left-hand panel, next click on the Edit button (from the same left-hand panel) and make your changes in the pop-up dialog:

Do not forget to Save the changes.

Hide a Category

While in Edit mode: locate and select the category in the left-hand panel, next click on the Edit button (from the same left-hand panel) and check the Hide parameter:

Do not forget to Save the changes.

Managing Definitions

Add a Definition

To add a new Request Type Definition, locate and select the folder in which you want to create the new definition.

Next click on the Add button from the (right-hand) Definition editor panel:

In the pop-up dialog, enter the following elements:

• Name: the name of the new Request Type
• Info: specify whether the Request type is a Request, a Default Information Message or an Individual Information Message; and provide a text description for the Request Type about to be created.

The new item has been added to the (until then empty) collection and is now listed in the right-hand panel: 

Next click on the Save button to persist your changes:

Move a Definition

While in Edit mode: locate and select the containing category in the left-hand panel, next select the item to be moved in the right-hand panel and use the Up and  Down arrows to move the item to the desired position - then Save the changes.

Edit a Definition

While in Edit mode: locate and select the containing category in the left-hand panel, next select the item to be edited in the right-hand panel, then click on the Edit button (from the right-hand panel) and make your changes (Name, Info and/or Description) in the pop-up dialog:

Do not forget to Save the changes.

Hide a Definition

While in Edit mode: locate and select the containing category in the left-hand panel, next select the item to be edited in the right-hand panel, then click on the Edit button (from the right-hand panel) and check the Hide parameter:

Do not forget to Save the changes.