Status

Service Request Workflows are a combination of any number of stages or States that cover the lifecycle of a Request for a Service Category Item.   A Supervisor creates new Workflow States for the default Service Request Workflow or builds new Workflows in the Service >Workflows tab. See Workflows for more information.

Within the Service Request Information Summary tab, the assigned stage of the Workflow is displayed within the Status field, with the Next Action field displaying the options of where the Request can move to. To view an assigned Workflow in its entirety select , and scroll over the State fields within the map to view State details.
 

The system provides the following States for the Service Request Workflow:

*Denote System States that cannot be deleted but can be renamed.

Updating a Service Request's Workflow and Status

The list of available Workflows is derived from the associated SLA. To manually change a Request's Workflow or Status:

1. Select Operations > Service Requests

2. Select a Request #

3. Click Edit

4. Within the Workflow list, modify the Workflow as required.

5. From the Next Action drop-down list select the Request's next Status.
   The States listed in Next Action are based on the Service Request Workflow selected. To view the complete Workflow lifecycle click .
   
   

6. Click Save.
    

The system can automatically move a Request into another State through the following actions:

• Using the Handshaking feature when a Note is added

• Closing an Incident when adding a Note using the Solution button

• Escalating a Request to an Incident, Problem or Change Request

• When Billing is enabled and payment is not received.

Requests with a Pending-No Contract Status

Requests logged with the system that do not have a valid Contract are assigned the Pending - No Contract status. These Requests are locked until a valid Contract is applied, and if relevant, paid. See: Create a Contract.

Viewing a Status Note

As Requests move into a State with a Status Note, a Note icon is displayed beside the Status field within the Summary tab of the Request. Scroll over  , to view the contents of the Status Note. If the Status Note includes an attachment, click the attachment name link in the pop-up window to download it. Click to close the window.

Service Request Reminders

When Requests move into a Customer, Line Manager or Team Manager Approval State, Technicians who are part of the Request Team have access to the Send a Reminder option. Clicking emails a reminder email to the Manager and records the action in the Request's Audit tab. (The message is customized by the Administrator in the Setup>Email>Templates, Approve Service Request link.)

SLA Triggers and Request Status

SLA Triggers fire for Requests that are in a Workflow State that has the Service Timer Active option set to Yes. The default Timer Active set for systems States can be changed if relevant for the organization. For example, it may not be appropriate for an organization to have SLA Triggers fire when a Request is moved to the system default "On Hold" State.

The following icons displayed in the Service Terms box, visually indicate how the Request is tracking against the SLA and if the SLA timers are active:

Supervisor Users can verify the Timer Active status of a Workflow by scrolling over the Status in the Workflow map available in the Summary Information screen, or within the Service>Workflows>selected Workflow> Lifecycle>selected Status screen.