Layton ServiceDesk - Workflows - Disabling a Request Class

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Overview

At this time it is not possible to disable a Request Class. There is a procedure to delete a Request Class that may be what you require.

You might want to disable a Request Class if you aren't using it anymore, but want to preserve it in the state it is in. This is a workaround.

This operation will hide the Request Class from all Analysts and End Users, but that means you won't see the open Requests in this Request Class. An optional step will allow a specific Analyst to view the Request Class.

Caveats

• Analysts and End Users will have to have at least one Request Class assigned, or they will see nothing. You’ll have to check all Request Classes except the one you want to disable. If you haven't enabled Restrict Request Classes before, then your Analysts and End Users probably won't have had any Request Classes checked.
• If you have different Request Class assignments for your End Users, it will get complicated, because you’ll need to know which End Users get which settings. The copy options All End Users at the same Site and All End Users in the same Department will help if the End Users in those organisational units have the same settings.

Testing

It is strongly suggested that this workaround be tested in a Test Installation before committing to it in your live installation.

Procedure

Request Class Configuration

1. Go to Administration > Libraries > Manage Request Class > REQUESTCLASSNAME
   1. Properties: uncheck:
      1. Add To New Analyst
      2. Add To New End User
   2. Request Types: uncheck all.

Analysts

1. For each Analyst, go to Administration > Company Structure > Manage Analyst > Analyst > Request Class and make sure that REQUESTCLASSNAME is unchecked.
2. Go to Administration > Company Structure > Manage Analyst > Each Analyst > Settings > Access Restrictions. Enable Restrict Request Classes.
3. Optional: If you want an Analyst to see the Request Class, go to Administration > Company Structure > Manage Analyst > Specific Analyst > Request Class. Make sure that REQUESTCLASSNAME is checked.

End Users (All End Users Are to Have the Same Request Class Configuration)

If it's intended that all your End Users have the same Request Class configuration, the End User steps are simple--replace all current Request Class assignments.

1. Go to Administration > Company Structure > Manage End User.
   1. Click the Edit button in the Setting column for the first End User.
   2. In the Request Class tab, uncheck REQUESTCLASSNAME. Check any other Request Classes. This configuration will be applied to all End Users.
   3. In the Copy Settings tab, uncheck Request Access and select All End Users in the To menu.
   4. Click the Confirm button and confirm in the dialog.
2. Go to Administration > General Settings > Security > Global End User Security: set Restrict End User Request Classes to On.

End Users (All End Users Are to Have Different Request Class Configurations)

If it's intended that all your End Users have different Request Class configurations, use the menu options in the To menu to restrict the assignments to sites, departments or companies (if Company Level is enabled).

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