Each request type has embedded business rules based on ITIL.

Service Requests are assigned to Help Desk group unless a user is assigned. Users from Help Desk can claim service requests. Managers have rights to assign service requests to themselves for delegation purpose. Service Requests are closed upon resolving.

Incidents are kept track as Service Requests where Type is selected as Incident.

Problem Tickets are assigned to Problem Manager group unless a user is assigned. Users from Problem Manager can claim problem tickets. Managers have rights to assign service requests to themselves for delegation purpose. Problem tickets are closed upon resolving.

Change Requests are assigned to Change Manager group if Change Type is not routine. Users from Change Manager group can claim change requests. They have two options: Approve or Deny. If change requests are denied, they are closed. If they are approved, they are assigned to IT Project Team. Users from IT Project Team can claim approved change requests. Upon implementation change requests are closed.

Routine change requests are assigned to IT Project Team. They are pre-approved. Upon implementation they are closed.

Like Service Requests and Problem Tickets, managers can assign change requests to themselves for delegation purpose.

Besides the routing rules, you can perform standard functions such as claim, routing to another user or group, routing to yourself and routing back to group across request types.

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