Request Types
Request types indicate the nature of the request being logged. 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’. You can record top level types and 'tiers' within them. For example, the top level could be 'Standard Change', 'Normal Change' and 'Emergency Change', with 'Normal Change' sub-divided into ' Minor', 'Significant' and ' Major'.
Analysts select request types from the Type field on the Request Details window.
Creating a Request Type
Select ≡ > Admin > System Administration. The System Administration window appears. In the Explorer pane, expand Workflow Management.
Select the Request Types option. The Request Types window appears, displaying three tables for each of the three tiers of possible request types.
Select Add beneath Tier 1. A blank row is inserted in the browse table.
Type the name of the request type in the Tier 1 field.
To add lower tiers, make sure the appropriate request type is selected in Tier 1, select Add beneath the next tier, and type 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.
Updating a Request Type
CAUTION
Before you update Request Type Tiers, it is wise to understand the impact to reporting and integrations:
If you simply rename a Type, all existing requests using that type will be updated and reflect the change but hard-coded filters used for reports and integrations may not update.
There could be other, as of yet, unidentified impacts
Select ≡ > Admin > System Administration. The System Administration window appears. In the Explorer pane, expand Workflow Management.
Select the Request Types option. The Request Types window appears, displaying three tables for each of the three tiers of possible request types.
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.
Overtype the name with the new details.
Select to save the changes. Provide the Change Reasons if prompted to do so.
Deleting a Request Type
CAUTION
Before you delete Request Type Tiers, it is wise to understand the impact to reporting and integrations and to existing templates:
Historical data will reflect the deleted type (marked by and asterisk) and this could create issues for the team managing reports (integration and other data as well).
There could be other, as of yet, unidentified impacts
You cannot delete the default request type. If you attempt to delete the system default, you will receive a warning message.
You cannot restore a deleted request type; you would have to re-create it if needed.
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.
A deleted Request Type/Tier value will still appear on the template until you update it. You must update request templates linked to the Type you are deleting to a valid, active Type/Tier Value. If you fail to update your templates, ASM will assign the first valid Type in the Type/Tier List on request submission instead of applying a deleted Type to a new request even though the deleted type is still on the template.
To determine what workflows are using specific types:
Perform a request search and check the Template box.
Add Type to the search results
Sort by Type and then modify any template using that type.
Select ≡ > Admin > System Administration. The System Administration window appears. In the Explorer pane, expand Workflow Management.
Select the Request Types option. The Request Types window appears, displaying three tables for each of the three tiers of possible request types.
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 the Delete icon.
Select to save the changes. Provide the Change Reasons if prompted to do so.
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