Request types, attributes, and prefixes

Request types

Requests created by employees can be incidents or service requests. Service requests are requests for a particular service from a workspace service catalog. Eligible employees can also raise changes when a change template is enabled for requester access for their user segment.

Agents can additionally initiate changes and problems when logged in.

For employee-raised changes, field visibility, editability during and after creation, and required fields are controlled by requester settings on each change attribute. These settings are separate from the request attribute settings described below.

Every workspace can have its own setup/configuration for requests, so please make sure to go to the correct workspace settings before customizing any field.

Attributes

Attributes are the fields that capture information on any service request, incident, change or problem. You can configure attributes to apply across a workspace or to one specific item.

Common attributes

Common attributes apply across a request type. Go to Settings > Your workspaces > [Workspace name] > Attributes (Service management). On the Service management tab, create or edit an attribute and choose which request types it applies to — service request, incident, or problem. On the Change management tab, create or edit common change attributes to apply to all changes.

Item-specific attributes

Item-specific attributes apply to a single catalog item, incident form, or change template. Go to Settings > Your workspaces > [Workspace name] > Service catalog (Service management), open the relevant tab, then open the item, form, or template and add attributes there.

Default attributes

These attributes ship with every workspace.

Category, Type and Item form a three-level classification, for example Hardware > Laptop > Battery replacement. Admins choose which request types use this classification and can change that choice at any time.

Adding a new request attribute

When you create an attribute, you can specify:

• Display name

• Attribute type. It can be one of these types:

  • Short text

  • Long text

  • Checkbox

  • Dropdown, which supports 3-level dependent nested fields

  • Multi-select

  • Phone number

  • Number

  • Date

  • Email

  • Content block

• Request type. You can choose which types of requests in a workspace will have this attribute associated with them.

When you create a custom attribute, you can also define whether:

• It’s a mandatory attribute for every request

• It’ll be visible to the requester as a part of the request form

• The requester can edit its values. For example, if you have a custom attribute called department, an employee from a department that is not on the list should be able to add their department.

• For Date or Date-time attributes, you can choose to allow only past dates, only future dates, or both.

Request prefixes

You can customize request prefixes to better categorize and organize your requests.

• Go to Settings > Your workspaces > [Workspace name] > Workspace settings (Workspace settings).

• Edit prefixes for the various request types.

Here are some notes to keep in mind as you edit the prefix:

• The prefix has to be a minimum of 2 characters and a maximum of 6 characters. You can't use numbers as a part of the request prefix.

• In a workspace, every request type needs to have a unique prefix.