Request Types

Request types indicate the nature of the request being logged, and are used for reporting purposes (for example, to see how many requests of a particular type have been logged in a specified period).

You can record major request types and ‘tiers’ within them. For example, if ‘Workstation’ is a major request type, tiers might include ‘Applications’ and then ‘Word’.  

Analysts select request types from the Type field on the Request Details window.

Creating a Request Type

Before you start

You must have Workflow Management Set Up enabled within your General Access Security Role to work with request types.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, expand the Workflow Management group of options, scrolling down if necessary .
  2. Select the Request Types option. The Request Types window appears, displaying three tables for each of the three tiers of possible request types .
  3. Select beneath Tier 1. A blank row is inserted in the browse table.
  4. Type the name of the request type in the Tier 1 field.
  5. To add lower tiers, make sure the appropriate request type is selected in Tier 1, select beneath the next tier, and key in the required value. Repeat for Tier 3 entries if you wish.

    You cannot add lower tiers to the “Default” type. The Add button for the lower tiers is disabled when you select Default.

  1. Select to save the changes. Provide the Change Reasons if prompted to do so.

Updating a Request Type

Before you start

You must have Workflow Management Set Up enabled within your General Access Security Role to work with request types.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, expand the Workflow Management group of options, scrolling down if necessary .
  2. Select the Request Types option. The Request Types window appears, displaying three tables for each of the three tiers of possible request types .
  3. Select the request type you wish to update. If you want to work with a request type in tiers 2 or 3, ensure that you have selected the appropriate type in the higher tier(s) in order to display it.
  4. Overtype the name with the new details.
  5. Select to save the changes. Provide the Change Reasons if prompted to do so.

Deleting a Request Type

Before you start

You must have Workflow Management Set Up enabled within your General Access Security Role to work with request types.

You cannot delete the default request type. You cannot restore a deleted request type; you would have to re-create it if needed.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, expand the Workflow Management group of options, scrolling down if necessary .
  2. Select the Request Types option. The Request Types window appears, displaying three tables for each of the three tiers of possible request types .
  3. Select the type you want to delete. If you want to work with a request type in tiers 2 or 3, ensure that you have selected the appropriate type in the higher tier(s) in order to display it. Select . If you attempt to delete the system default, you will receive a warning message.If you try to delete a type that has linked types, the system will display a message that the selected type has linked tiers and the linked tiers will also be deleted. Confirm the deletion.
  4. Select to save the changes. Provide the Change Reasons if prompted to do so.