Like service management requests, their associated tasks follow a specific life cycle.
field on the request task record is always read-only.
The request task states displayed depend on the SM application, as indicated in the
Table 1. Service management request task states
|| Qualifier is not done describing the work.
|| Request task is ready to be assigned.
Depending on the SM application,
this state label may be expanded, for example, Pending
Dispatch or Pending Change.
parent request state can change to Qualified, for
example, if all associated tasks are in Pending Dispatch
or a later state.
|| Request task is pending acceptance from the assigned agent.
|| Agent accepts the request task and is ready to be done. This state is valid
only for Marketing Service Management.
| Work In Progress
|| Work on the request task has started. The parent request state changes to
Work In Progress if no associated tasks are in
| Closed Complete
|| Request task was completed to specification.
| Closed Incomplete
|| Request task could not be completed as specified.
|| Request task was canceled.
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.
Note: If the State flows are enabled option in the configuration screen
is not selected, the process flow formatter is removed.