With Ravenna, you can create custom request types that best suit your use case. A request type is typically a specific type of request within a certain group, such as software access request (the request type) within IT (the ravenna workspace). You might have multiple request types associated with one queue (the request channel), or you might have a single request type associated with one queue. Request types typically use forms with custom fields to gather specific information that's related to this exact request, such as a custom list of applications field that would be useful to gather for the 'software access request' request type. Here's how to set them up:
First, create a new Request Type
On the left-hand navigation bar, select Request Types and then click the "Add Request Type" button.
After that, enter a name and description for the request type that reflects the form's purpose.
Once you've filled in the details, hit Save to create the new request type.
Now, add or modify fields, SLAs or custom Statuses that you'd like associated with this request type:
Next, connect the Request Type to a Queue
Navigate to the Queues section and select the queue where you want the new request type to appear. Click on "Settings" with the gear icon on the top middle pane, next to "Tickets".
In the Queue Settings, select Request Types on the left-hand menu (below the Slack tab).
Click the Add button and select the request type you just created.
Save the request type addition to the queue.
Now test Your New Request Type in Slack:
Open any Slack channel where Ravenna is installed.
Type /rav and press Enter twice.
You should now see your new request type available in the dropdown menu. Select this request type and you'll be presented with the ticket submission form you created:
