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Service Request State Transitions Reference

The administrator can create additional statuses to meet the business needs of your organization.

State

Description

Roles

Active

The initial state that the Service Desk Analyst opens the service request form from Service Manager to create a new service request on behalf of a customer.

When a Service Desk Analyst opens and updates the service request created by a customer in the Self-Service Portal.

SDA

SDM

Approval Rejected The service request is rejected by the approver set up for the request offering.  

Approved

The service request is approved by the approver set up for the request offering.

SDA

SDM

Canceled The service request is terminated without completion.  

Closed

The service request is closed after a certain amount of time, or it is closed by the user after it has been fulfilled.

SDA

SDM

Draft The record is saved, but no workflow is initiated and no notifications are sent. Users in the Self-Service Portal set this with the Save for Later button.

SDA

SDM

Fulfilled

Updated by the Service Desk Analyst when the request has been met.

SDA

SDM

Submitted

The service request is created in the Self-Service Portal.

SDA

SDM

Waiting for 3rd party

The service request is on hold, pending some action from a vendor or another third party.

SDA

SDM

Waiting for customer

The service request is on hold, pending information or some action from the customer.

SDA

SDM


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