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:

Lsd req class01.png

Settings

Class

A unique Request Class name. This appears as the name in the ID column on the Manage Request Class page and is the unique identifier used to refer to the Request Class.

Description

A short description of what the Request Class apples to.

Add To New Analyst

Automatically gives access to this Request Class for any new Analysts.

Add To New End User

Automatically gives access to this Request Class for any new End Users.

Close Request when Tasks Complete

The Request will automatically close when associated tasks are completed.

Dynamic Form Generator

Create Forms

Analyst

End User

Spawn

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.