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Configures the front door — where a work request can arrive from, and what triage is told once it does. Behind the work.requests module: a site whose planners raise every job themselves does not need this screen, and it stays gated off for them the way this half of the old combined settings screen always did.

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Request intake

Where requests come from — walk-up, telephone, email, the operator on the line, a control system — each shown with how many arrived that way. A self-service source is a person typing; an automated one is a sensor or an integration raising its own.
Requests can also arrive by email, where Notifications → Mail arriving is on. The address they arrive at, and the record of everything that came through it, live there rather than on this screen — the same mailbox also carries replies to notifications, so it sits beside the log of everything that came through it, not only requests.

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Request categories

What a report is classified as, and what triage should suggest for each kind: a default priority, and a default work order type. A category’s defaults are a suggestion, not a rule — a triager can still disagree with them when converting the request.

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What “how bad” is worth

The report form asks one question about urgency — how bad is it — and this panel is the answer nowhere else on the product could give: what each of the four words a reporter can choose actually suggests on your own priority ladder. This panel is read-only. The priorities themselves are edited on work order settings, because that is what they are; this only shows what a reported severity maps to, clamped to the ladder you actually have — on a ladder of three rungs, both low and medium land on the bottom one.
If no priorities are configured yet, a report suggests nothing, and a request converted into a job arrives with none either. Build the ladder under work order settings first.

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Adding to either list

Each section has its own New. Entries can be deactivated rather than deleted, so a request already logged against a source or category you no longer offer still shows what it came in as.