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This section focuses on Service Requests processing by the agents.
State Flow
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ITIL Procedure | Status | Description |
|---|---|---|
| Logging | Registered | The state for a newly created service request. Possible transitions are In Progress, Authorization, Assigned, or Completed. |
| Categorization | Assigned | A request is categorized and assigned to a relevant person or group. |
| Categorization | Authorization | A request must be reviewed and authorized by the responsible persons or groups. |
| Categorization | Authorized | A request is reviewed and authorized by the responsible persons or groups. |
| Resolution | In Progress | A request is in the process of implementation. When the work is over, the state has to be changed to Completed. |
| Closure | Completed | When a request is in this state, a caller can perform the tests and give feedback by the results of the implementing. After this, change the state to Closed or Rejected by User. |
| Closure | Closed | All the activities on this service request are over, and it cannot be reopened. |
| Info |
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There is also the Rejected by User waiting status that is assigned by a called, if they are not satisfied with the work on a request. |