This is the default state model. You are free to create your own state model and configure it the way you want by using the State Flow Designer.
The picture below illustrates the simplified state model of service requests:
The scheme below represents possible transitions between active states in greater detail:
Some of the stages are provided with email notifications. See the Tracking Requests article to learn more.
States Description
| State | Description | Available Transitions |
|---|---|---|
| Registered | A newly created service request. |
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| Assigned | A responsible group or person is assigned. |
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| Authorization | The request must be reviewed and authorized by responsible persons or groups. |
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| In Progress | The responsible person started working on the issue. |
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| External Processing | The request solving requires engaging a 3rd party. When the 3rd party engaging is over, the request state and the assigned user should be changed to the previous ones. |
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| Information Needed | The issue description is not clear enough. By setting the Information Needed state, the agent requests additional information and specifies the question in the Additional Comments field. After the user answers via email, the request state automatically changes to the Assigned state. |
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| Postponed | The Postponed state means that request resolving should be postponed for a known period. The date and time are specified in the Resubmission field. On date and time defined in the Resubmission field, the state will be In Progress. |
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| Completed | When a request is in the Completed state, a caller can perform the tests and give feedback on the results of the implementation. |
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| Rejected by User | If a caller is not satisfied with the results of the agent's work, they can reject it. The state will change to Rejected by User. |
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| Closed | The request is Closed when the caller accepts the outcome or a specific period of time passes. This period can be specified in the itsm.itsm_request.days_count_to_solution_accept property. Once the Closed state is set, the request cannot be reopened. |
