When a user requests a service, the first thing they do is choose the type of service -- the request type. The set of request types from which they can choose is controlled by their logon and is known as their service catalog.
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.
Request Types can be defined for services such as copying, moves, office supplies, and maintenance.
The request type automatically determines how some aspects of a service request of this type will be handled; for example, requests of the SERVICE DESK-MAINTENANCE request type request type are automatically routed to the maintenance department. These include requests for:
Preventive Maint as their Problem Type)For other aspects of the request type, 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.
See Creating and Editing Request Types for more information.