Layton ServiceDesk - Logging a New Request Using the Web Interface

New Requests are created or logged by Analysts using Home | New | Request or by using the QuickAction Menu or by converting an incoming email into a request. The Analyst Request form is displayed allowing you to enter Request details as required or as you have defined using Administration | Form Design | Analyst Request.

All data fields can be made mandatory for entry before a Request can be saved and also compulsory before a Request can be closed. This is achieved by setting the appropriate field properties when using the Form Design.

Although the Analyst Request form is very configurable and fields can be added, deleted or amended, certain system fields will normally always be present. The example defined in Figure 34 below shows the system default areas and data fields for the Analyst Request form.