This guide covers setting up request types and running an intake request through triage and conversion.
Before you start
- You need the operations intake permission to submit and manage requests.
- Every request names a request type, so set your types up first.
- A request needs a requester: either a staff member in your organisation or a CRM contact/account reference.
Steps
Set up request types
- Go to Operations → Intake and open Request types.
- Complete the type fields:
- Name — required. Up to 160 characters.
- Category and Description — optional.
- Default priority, Default impact, Default urgency — seed values for new requests.
- Default owner and Default team — optional routing.
- SLA target (hours) — optional, 1 to 8760.
- Requires approval — when on, name an Approver (or a default owner who can approve).
- Active — toggle to retire a type.
[screenshot: the request-type editor]
Log and progress a request
- Start a new request and complete:
- Request type — required.
- Subject — required. Up to 200 characters.
- Description — optional.
- Priority, Impact, Urgency — optional; default from the type.
- Requester — a staff member or a referenced CRM contact/account.
- Attachments — document references (up to 20).
- Submit the request (or save it as a draft first).
- Triage and then Accept or Reject the request. Only accepted or triaged requests can be converted.
[screenshot: triaging a request]
- Choose Convert and pick the target: Task, Project, Work order or Ticket. Optionally set the assignee. The request is marked Converted and linked to the new record.
Result
The request moves through draft, submitted, triaged, accepted and converted states, producing a task, project, work order or ticket that carries the original context forward.