What are compatible and incompatible work types?

The fields and workflows of an work type will determine whether it is compatible with an IT service management work category.

Compatible work types have all the required fields and workflows needed to work with a certain ITSM category. For example, the default ‘[System] incident’ work type is designed to work with incident request types. It contains workflows and fields that power special incident management features such as responders, alerts, and the incident timeline.

Incompatible work types don’t have the right fields or workflows needed to work with a certain ITSM category. For example, that same ‘[System] incident’ work type would be incompatible with change management because it would be missing change-specific fields such as Change type, Planned start-date, Planned end-date and others.

You can make your existing work types compatible with a work category by manually adding the required fields to the incompatible work type. Read how to make your work type compatible with a work category.

If you want to create a new request type for a certain work category but don't have any compatible work types in your service project, we can automatically create and add a compatible work type for you.

1. サービス プロジェクトから、[プロジェクト設定] > [リクエスト管理] > [リクエスト タイプ] の順に選択します。

2. Select Create request type, then Create blank

3. In the work types field select an option that has all required fields.

   1. If there are no options with all required fields, select the option to add a default work type. Read more about default work types.

If we create a compatible work type for you, we’ll also add:

• 関連する画面スキームと画面

• 新しいワークフロー

We’ll also update your site’s work type screen scheme, work type scheme and workflow scheme so that this new work type can work as intended.