Concepts and Processes → Process Apps Overview → Service Request Process Apps → Service Requests → Service Requests Overview → 2. Request Classification and Initial Support
Request classification includes setting priority, performing request matching, and determining which approvals are needed.
In the Classification state, the service desk staff reviews the request and determines how the request should be handled. The following actions may be available for updating and routing the request, depending on your role:
When transitioning the request, fields can be modified. The following describes how the information in each field is used:
Each request is submitted into a specific project that is associated with the service request. There is a possibility that users will submit a request into the wrong project, especially if there are a large number of service requests available or service requests that are similar to each other. The Recategorize transition gives staff in certain roles the ability to move such a request into the correct project. This transition is available in all states except for inactive states and the Resolved state.
To recategorize a request:
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