Update: Sunsetting the General Request

General requests have now been retired. Every request is now classified as a Service request or an Incident with Atom handling the routing automatically.

• Cleaner taxonomy — SLAs, workflows, attributes, and analytics no longer reference General Requests.
• Auto-classification — Atom determines intent and routes to the right type. In case no relevant catalog item is found, it raises a default Service request or a default Incident.
• Consistent reporting — All filters, views, and exports are now aligned to this model.

Note: Reach out to your CSM to get this enabled for your account.