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In ITIL, a service request is a routine, expected ask from a user: something new, a standard change to what they already have, or information. Request fulfilment handles these through defined, repeatable steps rather than investigation. Service is the default in Ravenna. Every ticket starts as Service unless its form sets another default, so most of your everyday requests already carry it.

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When to use Service

Use Service for requests your team fulfils the same way each time:
  • New hardware, such as a laptop, monitor, or headset
  • Installing standard software or adding a license
  • How-to questions and general IT, HR, or facilities help
  • Updating a profile, a distribution list, or a shared calendar
When something is broken or degraded, use Incident instead. Requests for access to an application belong under Access, and planned changes to shared systems under Change.

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Set the Service type

In the web app

  • Set Service as the default type on the for this kind of request, such as “Hardware request” or “General help”. See Configure default types.
  • Change the Type property on a ticket, or select several tickets in a list and update their type with a bulk action.
Ask Copilot to set or change the type on a ticket you’re looking at, or to find tickets of this type.

Reclassify a ticket with Copilot.

  • Add an that sets the type, for example: “For routine requests such as new equipment or software installs, set type to Service.”
  • Set Type in a workflow’s Create Ticket or Update Ticket action.

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Put Service tickets to work

Standardize fulfilment

Apply a to each common request so every agent follows the same steps. A workflow can apply it with Apply Task Template when a Service ticket comes in from a given form.
Scope an SLA to Type is Service with response and resolution targets that fit routine work, separate from the tighter targets you give incidents.
Filter analytics widgets by type to see which requests come in most often and how long they take. Frequent, repeatable requests are good candidates for a form, a knowledge article, or an agent rule that resolves them.
Learn more about ticket types
Last modified on November 12, 2026