Process Service Requests

The following scheme illustrates the default state model for service requests. For better readability, the transitions available after the In Progress state are shown in a separate scheme on the right.

Click the image to open it in full screen mode.

You can create your own state model and configure it in the preferred way using the State Flow Designer.

States description

State	Description	Available Transitions
Registered	A newly created service request.	Assigned Authorization In Progress
Assigned	A responsible group or person is assigned.	Authorization In Progress Information Needed Postponed External Processing
Authorization	The request must be reviewed and authorized by a responsible person or group.	Assigned Completed
In Progress	The responsible person started working on the issue.	Information Needed Postponed External Processing Completed
External Processing	Solving the request requires the participation of a third party. When the third-party participation is over, the request state and the assigned user should be changed to the previous ones.	In Progress Information Needed Postponed Completed
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 Assigned.	Assigned In Progress Postponed External Processing
Postponed	The Postponed state means that solving the request should be postponed for a known period. The date and time are specified in the Resumption of work field. On the date and time defined in the Resumption of work field, the state will be In Progress.	In Progress Information Needed External Processing
Completed	When a request is in the Completed state, the caller can perform testing and give feedback on the results of the implementation.	Assigned In Progress Rejected by User Closed
Rejected by User	If the caller is not satisfied with the results of the agent's work, they can reject it. The state will change to Rejected by User.	Assigned In Progress Completed
Closed	The request is Closed when the caller accepts the results, or a specific period of time has passed. 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.

Service request prioritization

The priority of a service request can be figured out based on its impact and urgency using the priority matrix. The impact of a service request indicates the potential damage or effect that may be caused to the business user, service, or CI. For more information, see Priority Management.

Assign and update service requests

To assign a service request, follow these steps:

Navigate to Service Request Management → All Service Requests.
Open the service request you want to assign.
Click on the magnifier icon next to the Assigned Group or Assigned User field.
Select the responsible person or group to assign the service request.
Click Save or Save and Exit to apply the changes.

To update a service request, follow these steps:

Navigate to Service Request Management → All Service Requests.
Open the service request you want to update.
Change the fields as requires.
Click Save or Save and Exit to apply the changes.

Closure information

One a service request has been processed, it should be marked as Completed, which denotes the request closure. Also, the agent should provide the following details:

Closure Code
Closure Notes

Closure Code

This code specifies an option for the closure.

Option	Description
Solved 1st Level	Service agents of the 1^st level solved the request without functional or hierarchical escalation.
Solved 2nd Level	Service agents of the 2^nd level solved the request (service agents of the 1^st level were unable to solve it).
Not Solved (Refused)	Caller was not satisfied with the service delivery.
Not Solved (Dropped)	When then request is not a service request.

Closure Notes

In the Closure Notes field, add information on the work performed and other information related to this service request.

The Agent Satisfaction and Service Satisfaction fields are present to evaluate the agent performance. Both fields have the following values:

Below Expectations
Meets Expectations
Above Expectations

The values of these evaluations are connected with the values of the choice options that appear on the Self-Service Portal:

Below Expectations = Disappointed
Meets Expectations = Satisfied
Above Expectations = Very Pleased

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