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Process defines the request lifecycle, i.e. a sequence of request states, such as "New", "Solution", "Resolved", etc.

Processes can be edited in WebApp - Administration - Service Desk - Processes.

You can assign a process to one or more services.

If you want to use request object links in a process, add request items Objects.

Add Incident Management, properties Incident Default Service and Incident Default SLA to the object templates that can be linked to requests in the process. Then, when a new request is created from the object, the New request form automatically sets the service and SLA corresponding to the values of these properties in the object.


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