---
title: Service Request State Transitions Reference
slug: neurons-for-itsm/admin-user-help/enu/latest/service-request-state-transitions-reference
createdAt: 2026-07-14T19:16:26.569Z
---
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 |