Service Management application types

Use the SM Application Designer to create basic, intermediate, or advanced applications, each with a different set of capabilities and default configurations.

Table 1. SM application types
Type Description Default Configuration
Basic Basic applications use a request-driven process. This process allows parent records, such as work orders, facilities requests, and HR cases, that contain a single task to streamline the request process by displaying information from the parent and task records on the same form.
  • Requests are assigned via auto-assignment.
  • Requests are created using a dedicated catalog.
  • Templates automatically create catalog items.
  • A dedicated knowledge base is available
Intermediate Intermediate applications use a task-driven process that is useful for requests that contain multiple tasks.
  • Approvals are required for new requests, and the Approval Workflow for SM is used.
  • Tasks are assigned via auto-assignment.
  • Requests are created using a dedicated catalog.
  • Templates automatically create catalog items.
  • A dedicated knowledge base is available.
  • Managed documents are used.
Advanced Advanced applications use a task-driven process that is useful for requests that contain multiple tasks.
  • Approvals are required for new requests, and the Approval Workflow for SM is used.
  • Tasks are assigned via auto-assignment.
  • After tasks are assigned, they must be accepted or rejected by agents.
  • Part requirements are needed by agents.
  • Requests are created using a dedicated catalog.
  • Templates automatically create catalog items.
  • A dedicated knowledge base is available.
  • Managed documents are used. Time tracking is used.
  • The new application uses dispatch queue.
Note: You can modify the configuration prior to the application generation process or after. You can even convert a basic application to an intermediate or advanced application, or create a hybrid application.