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:

Assign to assign the request to someone who will fulfill it. The request can be assigned to a fulfiller or a group queue. It can also be assigned to both a fulfiller and a group queue, which provides a backup if the fulfiller cannot complete the request in a timely manner. (For information about group queues, see Group Queues.)
Convert to Incident to move the request to the Incident Management workflow in Serena Service Manager. Files attached to the service request are added to the incident.
Other actions from the More Actions menu, such as Recategorize and Send an E-mail.

When transitioning the request, fields can be modified. The following describes how the information in each field is used:

Choose the Type, Urgency, and Impact from the lists. Priority is calculated automatically, but its value can be overridden.
Choose a Fulfiller who will be responsible for resolving the request once the request has been approved.
Choose a Fulfillment Group that will own the request until it is assigned to a fulfillment group member.
Choose the Reported By user from the list. If necessary, you can also select the Affected User and any other Additional Contacts.
For the Service Request workflow, select whether the request requires Business Approval, Financial Approval, or Purchasing, and the person who will be responsible for the action.
If financial approval is required, enter the Cost Center associated with the request.
Change the service CI (configuration item) associated with the request or add an association.

Recategorizing Requests

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:

From the More Actions menu, select Recategorize.
In the Recategorize form, click the Notes/Attachments tab.
Search for the correct project in the Project field, and then add an explanation to the Work Notes field.
Click the Details tab and update fields as needed. For example, you might need to change the title and update the Description field with information relevant to the new project.
Click OK.