Layton ServiceDesk - Settings - Libraries - Request Classes
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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. | 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. | ||
− | + | 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 two Request Classes, ''(Default)'', which is intended for IT incidents, such as ''Computer Stopped Working'', and ''General Requests'', which are service requests, such as ''Install Software X''. | |
Revision as of 21:56, 23 November 2015
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Overview
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.
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 two Request Classes, (Default), which is intended for IT incidents, such as Computer Stopped Working, and General Requests, which are service requests, such as Install Software X.
Adding a New Request Class
- Click the Add button and the add Request Class dialog is displayed:
- Enter a unique Request Class name and a short description.
- To automatically give access to this Request Class for any new Analysts, check Add To New Analyst.
- To automatically give access to this Request Class for any new End Users, check Add To New End User.
- To set the Request to automatically close when associated tasks are completed, check Close Request when Tasks Complete.
Restricting Request Types to Request Classes
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 the Edit button 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.
- Click the the Save button to save the settings.
- To cancel without modifying the setting, click the Cancel button or the close button in the upper-right corner of the dialog.