Revision as of 00:41, 23 May 2014

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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.

See the Form Design section for more details. 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

1. Click the Add button and the add Request Class window is displayed:
   

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2. Enter a unique Request Class name and a short description. To automatically give access to any new End Users that are added to the system, this Request Class, check Add To New End User. To set the Request Class to automatically close when associated tasks are completed, check Close Request when Tasks Complete.
3. 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:
   

   

   
   
4. Check the Request Types that are to be available when logging a request for this Request Class.
5. Click the close button in the upper-right corner of the dialog.

Next article in this series: Request Types

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