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. Request Types can be defined for services such as copying, moves, office supplies, maintenance, and catering.

The set of request types from which users can choose is controlled by their logon. Request types define the user's set of Workplace choices (the Workplace service catalog), as well as the service choices they see in the Create Service Request task .

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 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.

Maintenance Request Types

Request types for maintenance have a special behavior; for example, requests of the SERVICE DESK-MAINTENANCE 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)

See Understanding Requests for Maintenance Work .

Creating Request Types

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

Task Description
Create Service Catalog

For requests made in Workplace.

This task has features for setting the hierarchy that appears on the Workplace Service Catalog.

Manage Request Types

For requests made by non-Workplace views, such as Workplace Services / Service Desk / Client /Create Service Request.

Also use this task to add questions to a request that will appear in Workplace. First define the request with the Create Service Catalog task, and then use this task to add questions.

Default Request Types

The following request types cannot be deleted because they are required for workflow.

Service Request Type Description
SERVICE DESK- GROUP MOVE

Previously, group moves were available from Workplace for department managers to move multiple people at once. This feature has been removed from Workplace.

SERVICE DESK- INDIVIDUAL MOVE

Both managers and self-service users can request that they move to a new spot.

In Archibus Workplace, they choose the Services button; from the resulting screen they can request a move.

SERVICE DESK - HOTELING Both managers and self-service users can request a working space (also known as a hoteling request). In Archibus Workplace, they choose the Book a Working Space button on the Dashboard screen.
SERVICE DESK - MAINTENANCE

This Request Type is used in the background; it is the default request type for maintenance requests. It is not something that an administrator needs to configure for Workplace. ​

When a request type is created that has an assigned problem type ( activitytype.prob_type is filled in), then a request of type SERVICE DESK - MAINTENANCE is created with that problem type. If you review the database in Smart Client, you will see that an activity_log record is created with an Action Type value of SERVICE DESK - MAINTENANCE and a value for Problem Type.