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.
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.
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Request attribute
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Attribute type
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Editable
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Agent
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All
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No
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Status
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All
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Yes
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Priority
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All
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No
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Impact
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Incident, Problem
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No
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Urgency
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Incident, Problem
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No
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Category and subcategory
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Incident, Problem
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No
Adding a new request attribute
When you create an attribute, you can specify:
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Display name
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Attribute type. It can be one of these types:
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Short text
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Long text
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Checkbox
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Dropdown, which supports 3-level dependent nested fields
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Multi-select
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Phone number
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Number
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Date
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Email
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Content block
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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:
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It’s a mandatory attribute for every request
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It’ll be visible to the requester as a part of the request form
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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.
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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.
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Go to Settings > Your workspace > General.
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Edit prefixes for the various request types.
Here are some notes to keep in mind as you edit the prefix:
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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.
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In a workspace, every request type needs to have a unique prefix.