Service Request Life Cycle

ChangeGear uses a workflow status bar to represent each of the process stages a service request (SR) must go through before successful fulfillment and closure. The workflow tracks the entire process from the submission of a service request throughout the life cycle until the request is closed.

Each service request includes a record of the requester and the initial details of the request. If you decide that the request is more involved than a routine service ticket, you can promote the ticket to an incident, problem or change request.

Note: You may not have access to this ChangeGear feature depending on your permissions or ChangeGear edition.

The service request life cycle stages, (e.g., New, Approval, Assigned, Fulfillment and Closed), are based on the actions you perform:

• Submitting a Service Request

• Approve a Service Request

• Assign a Service Request

• Fulfill a Service Request

• Pending Close Service Request

• Closed Service Requests

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