Request types, attributes, and prefixes

Request types

Requests created by employees can be requests, incidents, and 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 navigate to the correct workspace settings before customizing any field.