Request types
Requests created by employees can be of three types - requests, incidents and service requests. Service requests are requests for a particular service from a workspace service catalog.
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.
Request attributes
Request attributes help IT agents gather information to ensure efficient resolution and to streamline workflows for effective service management.
In Atomicwork, admins can create and organize request attributes specific to their workspace and request type. The request types are incidents, service requests, requests, changes, and problems.
Request attribute | Attribute type | Editable |
Agent | All | No |
Status | All | Yes |
Priority | All | No |
Impact | Incident, Problem | No |
Urgency | Incident, Problem | No |
Category and subcategory | Incident, Problem | No |
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 workspace > General.
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.