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Required role: Admin
Request types define the different kinds of services your team provides — for example, “IT Support”, “Facilities Request”, “HR Enquiry”. Each request type can have its own form fields, assignee, category, and approval workflow.

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Create a request type

1

Go to Settings

In the left sidebar, click Settings, then navigate to Service Request Settings.
2

Add a request type

Click Add Request Type and fill in:
  • Name — the name of the request type (e.g., “IT Support”, “Room Setup”)
  • Description — a brief explanation of what this type is for
  • Category — assign this type to a category (see Manage Categories)
  • Default assignee — who receives and handles requests of this type (optional)
  • Requires approval — toggle on if requests need Admin or Manager approval before work begins
3

Add custom fields (optional)

Click Add Field to add custom questions that requesters must answer when submitting this type. For example, an IT Support request might ask “Which device is affected?”
4

Save

Click Save. The request type is now available when submitting a service request.

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Edit or deactivate a request type

1

Open the request type

In Settings → Service Request Settings, click on an existing request type.
2

Edit or deactivate

Click Edit to change the settings, or toggle Active off to hide this type from the submission form without deleting it.

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Next steps

Set Up Approval Workflows

Configure which request types require approval and who approves them.