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 Neurons for ITSM 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 |