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.

Each Request Class is associated with a set of Analyst, End User and Analyst Spawn forms. These forms can be customized to suit the requirements of the Request Class. For example, though you may have a number of user-defined fields related to HR, you wouldn't put them on an IT Request form. You can customize the forms for HR to suit HR.


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Adding a New Request Class

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

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Settings

Class

A unique Request Class name. This appears as the name in the ID column on the Manage Request Class page and is the unique identifier used to refer to the Request Class.

Description

A short description of what the Request Class apples to.

Reply Email

If an email address is entered here, the reply-to address in outgoing email will be changed to this email address. If End Users reply to an email notification from a Request with this Request Class, the email will go to this address. An example of use would be two Request Classes, IT Requests, that is the bulk of the traffic, and Maintenance, which is much less. If a Maintenance Request is closed, the End User may respond to the closure notification. Instead of this going to the global Incoming email account, it would be sent to this account, which can be managed manually through an email client. The idea is to reroute mail that you don't want to be processed by the system.

Add To New Analyst

Automatically gives access to this Request Class for any new Analysts.

Add To New End User

Automatically gives access to this Request Class for any new End Users.

Close Request when Tasks Complete

The Request will automatically close when associated tasks are completed.

Dynamic Form Generator

Create Forms

Analyst

End User

Spawn

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:

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  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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