Service Request State Model

The state flow of a service request is determined by the established request model. You can create your own state model and configure it accordingly using the State Flow Designer.

The following diagram illustrates the state model for service requests. For better readability, the External processing, Information needed, and Postponed states are shown in the separate block.

States description

State	Description	Available transitions
Registered	A newly created service request.	Assigned Authorization In progress
Assigned	A responsible group or person is assigned. A service request moves from the Completed to Assigned state if the caller or their manager resumed it after its cancellation.	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 request.	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 Postponed Information needed Completed
Information needed	The request description is not clear enough. By setting the Information needed state, the agent requests additional information and specifies the question in the Discussion field. After the user answers via email, the request state automatically changes to Assigned. If the caller does not respond within the specified time frame, the request is automatically moved to the Completed state.	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 Assigned.	Assigned (automatic only) In progress Information needed External processing
Completed	When a request is in the Completed state, the caller can give feedback on the results of the implementation. A service request moves to the Completed state if it was canceled by the caller or their manager. In this case, the caller cannot give feedback on the results.	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 automatically after a specified period of time if there is no feedback from the caller. Once the Closed state is set, the request cannot be reopened.