Requests are a fundamental work unit of a request tracking and resolution system. Users create, and then submit requests along a resolution process that is defined in the assigned workflow.
The request page contains all information typically required to complete a specific business process. The Demand Management solution for managing and tracking IT demand requires that two specific categories (and associated fields) be included on an IT demand request type (see Figure 3-1. IT demand request):
Demand Management SLA fields
Demand Management scheduling fields
Adding the IT demand fields to a request requires changes to the associated request type. If you do not want to change a request type, you can create a new request type that includes the IT demand fields.