Layton ServiceDesk - Settings - Libraries - Request Classes
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This will be where the new Request Class is named, given a description and assigned properties such as '''[[Layton ServiceDesk™ - Settings - Libraries - Request Types|Request Types]]'''. For example, Incident Request or Service Request or New User Requests. Different forms can be designed for Request, Spawned Request and End User Request for each Request Class. See the '''[[Layton ServiceDesk™ - Configuring the System - Form Design|Form Design]]''' section for more details. When a new Request Class is initially created, it will inherit its associated Forms from the (Default) Request Class. By default Layton ServiceDesk ships with one default Request Class. | This will be where the new Request Class is named, given a description and assigned properties such as '''[[Layton ServiceDesk™ - Settings - Libraries - Request Types|Request Types]]'''. For example, Incident Request or Service Request or New User Requests. Different forms can be designed for Request, Spawned Request and End User Request for each Request Class. See the '''[[Layton ServiceDesk™ - Configuring the System - Form Design|Form Design]]''' section for more details. When a new Request Class is initially created, it will inherit its associated Forms from the (Default) Request Class. By default Layton ServiceDesk ships with one default Request Class. | ||
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| − | [[File:2011-02-23 1425.png| | + | To add a new Request Class, click the Add button [[File:Lsd btn plus.png|link=]] and the add Request Class window is displayed: |
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Request Classes can also be linked to Request Types so only certain Request Types are displayed for a particular Request Class. To link a Request Class to a Request Type, on the Manage Request Class page, click [[File:Pencil.png|20px]] in the ''Request Type'' column and a window will display the ''Request Types'': | Request Classes can also be linked to Request Types so only certain Request Types are displayed for a particular Request Class. To link a Request Class to a Request Type, on the Manage Request Class page, click [[File:Pencil.png|20px]] in the ''Request Type'' column and a window will display the ''Request Types'': | ||
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Revision as of 03:17, 18 October 2013
A Request Class defines a major area of the operation to which Requests will be assigned, e.g. Service Request, Building Maintenance, HR, IT Incident. This is the broadest categorisation of requests. The naming and number is up to you. The minimum number of Request Classes is one.
This will be where the new Request Class is named, given a description and assigned properties such as Request Types. For example, Incident Request or Service Request or New User Requests. Different forms can be designed for Request, Spawned Request and End User Request for each Request Class. See the Form Design section for more details. When a new Request Class is initially created, it will inherit its associated Forms from the (Default) Request Class. By default Layton ServiceDesk ships with one default Request Class.
To add a new Request Class, click the Add button 
and the add Request Class window is displayed:
Enter a unique Request Class name and a short description. To automatically give access to any new End Users that are added to the system, this Request Class, check Add To New End User. To set the Request Class to automatically close when associated tasks are completed, check Close Request when Tasks Complete.
Request Classes can also be linked to Request Types so only certain Request Types are displayed for a particular Request Class. To link a Request Class to a Request Type, on the Manage Request Class page, click 
in the Request Type column and a window will display the Request Types:
Check the Request Types that are to be available when logging a request for this Request Class.
Next article in this series: Request Types
