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