Archibus SaaS / Foundations / Background Data
Workplace Services / Service Desk / Service Desk Manager
Maintenance / Corrective Maintenance / Service Desk Manager
Maintenance / Preventive Maintenance / Service Desk Manager

Understanding Request Types

When a user requests a service, the first thing they do is choose the type of service -- the request type. The set of request types from which they can choose is controlled by their logon and is known as their service catalog. Request Types can be defined for services such as copying, moves, office supplies, and catering. 

Once the user chooses a request type from the service catalog, the fields and screens that they encounter vary according to the type of request.

The request type automatically determines how some aspects of a service request of this type will be handled; for example, requests of the SERVICE DESK-MAINTENANCE request type request type are automatically routed to the maintenance department. These include requests for:

• corrective maintenance
• preventive maintenance (additionally, these have Preventive Maint as their Problem Type)
• hazmat management (Hazard Abatement)
  

For other aspects of the request type, the service desk manager sets the behavior and appearance to the user. For example, the service desk manager can control the information that the requestor completes when making requests of a certain type, such as requiring the user to complete a questionnaire or upload a document.

Depending on whether you are using Workplace or Service Desk to enter requests, you use different views for defining request types:

• Manage Request Types -- for requests made by non-Workplace views, such as Workplace Services / Service Desk / Client /Create Service Request
• Create Service Catalog -- for requests made by Workplace

Request types for maintenance have a special behavior. See Understanding Requests for Maintenance Work.