Request states

SM requests follow a specific life cycle. The State field on the record is always read-only.

The request states displayed depend on the SM application, as indicated in the table.
Table 1. Service management request states
State Description
Draft Request initiator adds information about the work to be done.
Awaiting Qualification Request has been fully described by the initiator and can be processed by a qualifier. This state is valid only for the following SM applications:
  • Field Service Management
Qualified Request is fully qualified, meaning that all technical information to complete the request tasks has been added, but work has not started. This state is valid only for the following SM applications:
  • Field Service Management
Awaiting Approval When the information is complete enough for review by an approver, the request is marked ready for approval. This state is valid only for the following SM applications:
  • Facilities Service Management
  • Finance Service Management
  • Legal Service Management
  • Marketing Service Management
Approved The appropriate approver approves the request. This state is valid only for the following SM applications:
  • Facilities Service Management
  • Finance Service Management
  • Legal Service Management
  • Marketing Service Management
Work In Progress Work has started.
Closed Complete Request was completed to specification.
Closed Incomplete Request could not be completed as specified.
Cancelled Request was cancelled.

In addition to the State field, the different request task states are also shown visually at the top of each task record with the process flow formatter.

Figure 1. Process flow formatter
Note: If the State flows are enabled option in the configuration screen is not selected, the process flow formatter is removed. If you added states to the request and task tables, those states will be visible on the request form.