Understand the Service Request Workflow
When your Service Request is submitted, it will be dispatched and then moved through statuses as it is worked on until completion. The workflow is detailed in the diagram below.
1. Submit a Service Request
The Service Request is submitted into the Request Queue and the status displays Dispatched.
2. Assign an Operator
The Operator will be assigned to the Service Request.
3. Operator accepts the Service Request?
They have the option to either:
- Accept - When the request is accepted, the status updates to Accepted and Operator status as Assigned.
- Reject - This displays the Operator status as Rejected.
- Remove - This will remove the Operator from the ticket.
4. Complete the Task
When the Operator starts work on the service request then the status updates to In Progress.
If the Operator needs to, they can put the service request on hold and the status updates to On Hold. When the service request is ready to be worked on, the Operator can continue the work.
5. Complete the Service Task
When the Operator completes the service request they can enter the resolution and the status updates to Complete.
6. Service Task Archived
After the service request is complete then it is archived.