Service request status values
Request status | Description |
|---|---|
Draft | The request has been created but has not been submitted yet. |
In Review | The request has been submitted and is being reviewed. |
Pending | Work on the request has been temporarily suspended. You must specify a status reason (Approval or More Information) when the status is Pending. |
Waiting Approval | The request has been submitted and is pending approval. A request goes into Initiated/Planning status when all of the approvers have approved it. After the request is approved, its status changes to In Progress. |
Initiated/Planning | Includes planning the work approved for implementation, targeting dates, and estimating costs. If the request is divided into several tasks, the work order master can create and schedule these tasks. |
In Progress | Fulfillment providers work on the requests. They log their progress as they implement the request and perform any tasks included in it. When a task is completed, the task implementer for the task with the next number in the sequence is notified of the task assignment. |
Completed | The request is updated to Completed when it is closed in the fulfillment application. Users can update a completed request, which creates a work order. |
Rejected | The approver rejects the request (for example, a manager decides that it is more cost-effective to buy a new computer than to replace the hard drive). |
Cancelled | The request is cancelled (for example, because the user remembers the password). |
Closed | The request is closed when a requester completes the survey (if surveys are enabled), or automatically closes after 15 days. |