The amount of time that a service request is in submitted, active, approved, or waiting for 3rd party status prior to being fulfilled or closed is called the service request delivery time. When the service request fulfillment or closed time exceeds the time defined for a type of request offering to be resolved, its status is shown in the resolution target area of the service request form. Service request delivery can provide up to four increasingly urgent levels of escalation: first, second, third, and breach.
To end a service request delivery escalation, update the status of the service request to fulfilled or closed.
•Fulfilled: The service request has been fully complied with and all tasks have been completed.
•Closed: The service request has been completed, although some tasks might not have been finished.
If the service request is in the approved, submitted, or waiting for customer status, the service request waiting escalation runs. To respond to this escalation, close or cancel the service request.
If there is no further communication from the requester upon receiving notification about a fulfilled service request, the service request is automatically closed after three business day (by default), but this time can be customized to meet the business rules of your organization.
By default, Service Manager restricts closed service requests from opening.
Users in the Self-Service Portal should create a new request instead of attempting to reopen a closed service request.
Service owners can enable authorized users to reopen a closed service request by adjusting the security permissions of the service request object. See Working with Roles.
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