Service Manager
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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