Layton ServiceDesk - Settings - Libraries - Request Classes

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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.

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.


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Adding a New Request Class

  1. Click the Add button Lsd btn plus.png and the add Request Class dialog is displayed:

    Lsd req class01.png


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

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.

  1. To link a Request Class to a Request Type, on the Manage Request Class page, click the Edit button Lsd btn edit 16px.png in the Request Type column and a window will display the Request Types:

    2011-02-24 1705.png


  2. Check the Request Types that are to be available when logging a request for this Request Class.
  3. Click the the Save button Lsd btn save.png to save the settings.
  4. To cancel without modifying the setting, click the Cancel button Lsd btn cancel 24px.png or the close button in the upper-right corner of the dialog.

Next article in this series: Request Types Btn forward.png

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