> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Service type

> Use the Service ticket type in Ravenna for ITIL service requests: routine, pre-approved asks such as hardware, software, and how-to questions.

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 type (ITSM-aligned classification of a ticket) in Ravenna. Every ticket starts as Service unless its form sets another default, so most of your everyday requests already carry it.

***

## 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](https://docs.ravenna.ai/documentation/tickets/incidents.md) instead. Requests for access to an application belong under [Access](https://docs.ravenna.ai/documentation/tickets/types/access.md), and planned changes to shared systems under [Change](https://docs.ravenna.ai/documentation/tickets/types/change.md).

***

## Set the Service type

> [accordion] In the web app
>
> * Set **Service** as the default type on the forms (Structured intake forms with custom fields) for this kind of request, such as "Hardware request" or "General help". See [Configure default types](https://docs.ravenna.ai/documentation/tickets/types#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.

> [accordion] With Copilot
>
> 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.
>
> Find open Service tickets in IT that have been waiting more than 3 days.

> [accordion] Automatically
>
> * Add an agent rule (Instructions the AI agent follows when it handles a request) 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.

***

## Put Service tickets to work

> [accordion] Standardize fulfilment
>
> Apply a task template (Reusable checklists added to tickets) 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.

> [accordion] Set fulfilment targets
>
> Scope an [SLA](https://docs.ravenna.ai/documentation/measure/slas.md) to **Type is Service** with response and resolution targets that fit routine work, separate from the tighter targets you give incidents.

> [accordion] Track demand
>
> Filter [analytics](https://docs.ravenna.ai/documentation/measure/analytics.md) 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](https://docs.ravenna.ai/documentation/tickets/types)


## Related topics

- [Types](https://docs.ravenna.ai/documentation/tickets/types.md)
- [Access type](https://docs.ravenna.ai/documentation/tickets/types/access.md)
- [Problem type](https://docs.ravenna.ai/documentation/tickets/types/problem.md)
- [Change type](https://docs.ravenna.ai/documentation/tickets/types/change.md)
- [Service account setup](https://docs.ravenna.ai/integrations/jumpcloud/setup/service-account.md)


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