Request class

The request class determines the business rules that are to be applied by the service management process.

The request class can be identified in the following ways:

• A requester logs on and uses Request Central to manually select a request class.
• A contact center agent selects a request class on behalf of a caller.
• A maintenance supervisor selects a request class during the setup of a preventive maintenance (PM) schedule.

A service manager creates and manages the request class records. Although users can select from a list of request classes, security typically restricts the viewing and editing of these records.

The service class is used for categorizing the use of the request class. A solution record from the knowledge base can be made available to the request class.