Layton ServiceDesk - Settings - Libraries - Request Types
Request Types are a very powerful element of Layton ServiceDesk. They are used to categorize or group Requests and Problems based on user-defined settings. Each Request Type creates a Skill which may be applied to Analysts and Analyst Groups in Manage Analyst and Manage Analyst Group, respectively. Request Types are also the foundation for the Solutions Base. For each Request Type, one or multiple solutions may be created.
Request Types are used as the basis for assigning individual Analysts and Groups according to Skills and they also link to the Solutions Base.
Request Types are configured in a tree structure with parent-child relationships. When viewing the Request Types list, the top level Request Types fall under the Request Type item at the top of the list. New Request Types may be added to this top level under the Request Type heading, or under an existing Request Type. When a Request Type is added under an existing Request Type, a parent-child relationship is formed. This relationship is then used to configure Request Type restrictions through Request Classes, which will restrict the available Request Types in the selected Request Class. Careful thought must used to define the Request Type structure that will support your particular business and operations.
When a Request Type is created, it can be used as a Skill for Analysts and Analyst Groups. Analyst Skills and Analyst Group Skills allow you to select the Skills, or Request Types, that will be used in the Skill-based Auto Assignment Options. When End Users submit requests, the selected Request Type will determine which Analyst and/or Analyst Group the Request is assigned to.
Request types are used as the main or automatic link to identify a Solution within the Solutions Base.
Request Types are added and configured in Administration > Libraries > Request Types.
Create a New Top-Level Request Type
Click the node called Request Type at the top of the hierarchy and click the Add button .
Create a New Sub-Level Request Type
Click the Request Type node at the tree level above the level you require to insert a Request Type and click the Add button .
Editing an Existing Request Type
Click on the Request Type and the options will be displayed:
The name is used to identify the Request Type.
It is not recommended that Request Types be altered with SQL queries, due to their relationships to records in other tables, most notably request.
Renaming Request Types
It is possible to change the name of a Request Type by clicking it, then changing the name in the Name field and clicking the Save button , with the exception of changing the case of a letter or letters. Layton ServiceDesk will prevent this, with the error You already have this Request Type established on the node. Layton ServiceDesk sees the name as identical, because the check it does is case insensitive. It is possible to rename a Request Type using this workaround:
- Add a letter to the name in the Name field, e.g. hardwarea, then click the Save button .
- Change the case of the letter or letters and remove the added character, e.g. Hardware, then click the Save button .
A Request can be defined as an Incident which means the Request will be automatically measured against the ServiceDesk available time. The Request Statistics by Incident Report will show the downtime as a percentage of the available time. This is useful for measuring availability of business critical Hardware or Software Systems.
A Request Class can be associated with the Request Type for use with the Dynamic Form Generator option in Request Class settings.
The default priority allows a Request Type to automatically apply a certain priority. This will override the default priority in Request Settings.
Auto Populate Assigned Analyst
This setting assigns a specific Analyst to the Request when the Request Type is selected. This applies to manual creation of a Request, not automatic creation.
|Use Site Analyst||Assigns the Request to the Site Analyst configured in Manage Site|
|Use Department Analyst||Assigns the Request to the Department Analyst configured in Manage Department.|
|Use Specified Analyst||Assigns the Request to the Analyst specified in Specify Analyst below|
Specify the Analyst to be used when Auto Populate Assigned Analyst is set to Use Specified Analyst.
Do Not Email
Enable this option to prevent Requests with the selected Request Type from generating email notifications. When a Request Type with this option enabled is selected in a Request, no email notifications enabled in Email Settings & Bodies will be sent.
Workflows may be created with the Task Template feature. The Task Template allows for several predefined tasks to be configured with optional dependencies.
- Go to Administration > Libraries > Request Types.
- Click the Request Type that will have a Task Template configured.
- Click the Task Template button .
- The Task Template page will open. There will initially be no task templates. Click the plus button to create a new Task Template.
- Fill out the template with the desired details and click the save button .
- Repeat until you have created all the desired tasks.
- You may want to create a dependency, where one task can only be commenced after a previous one has been completed. To do this, in the Dependency column, click the Click to Select link for the task that you want to make dependent to another.
- In the dialog that opens, check the task or tasks that you want to occur prior to this one. Click the close button in the upper right of the dialog when finished.
Now you can see that Task 2 is dependent upon Task 1.
Moving Request Types Within the Hierarchy
To relocate a Request Type within the tree structure, simply drag the request type to the desired parent location. You will then be given the option of making the Request Type a Sub-Category of the parent request type or merging it. When defining a Request Type you can specify a default Priority to place against it. For example, you might want to define a Request Type such as Server Down. This might be a high priority Request Type, so you can specify a Priority to put against it. This means that when selected on a Request the Request Type Priority will be applied to that Request where the specific Request Type is chosen. Note: this will override the default system priority. You can also define a Site or Department Manager or specific Analyst responsible for a particular Request Type. The Request will be automatically assigned on this basis and will override any other assignment rules (except for any Business Rules). For example, a certain type of Service Request may have to be authorized by a manager before being assigned based on skills.
- Open a new request or one that has not been assigned a Request Type.
- Select the Request Type.
- On save, you will be asked to confirm the replacement of any existing Tasks with those from the template.
- Click the Confirm button . The Request will be saved with the Tasks configured.
Deleting Request Types
To delete a Request Type, click it, then click the Delete button .
It is not possible to delete a Request Type while it is associated with existing Requests. A workaround is to assign all requests to a Request Type that will not be visible in Request forms. This hides it from any selection dialog, so it won't be associated with new Requests, but it will be visible for historical purposes. This assumes that the associated Requests are closed, and thus, historical. If you have any open Requests, you should reassign the Request Type before doing this procedure.
- Create a top-level Request Type called Archive.
- Move the Request Type that you want to hide into the Archive node. Choose the option Make 'REQUESTTYPENAME' sub-category of 'Archive'.
- Go to Administration > Libraries > Request Classes.
- For each Request Class, click the Request Type button and ensure that the Archive Request Type is not checked.
Now when the Request Type dialog is opened for any Request Class, the Request Type hierarchy for Archive will not appear.
In a new Request form, the Request Types can either appear as a tree structure with no limit to the number of levels, or as interdependent drop-down lists. Any level in the structure may be used when logging a Request or Problem. For example, a Request Type could be specified as PC Hardware Fault only, or a specific problem within the PC Hardware Fault structure, such as CD Drive Failure.
To display Request Types as interdependent drop down lists instead of the tree view when processing Requests, the Request Type field is simply added to the Request Form. In Form Design, the system field sys_requesttype_id is added as many times as there are levels in the structure. Then, by selecting a category from the top level drop-down list, only the sub categories of the selected category will appear in the next drop-down list.