What's the life cycle of a service request?

Here's an overview of the stages in a service request life cycle.

Typical Flow of the Service Request

The following graphic depicts the typical flow of a service request

• The agent receives an inbound email from a customer. This creates the request in "New" status.

  Use any of the following methods to create a service request :

  • Customer sends email to create the request. This requires setup by an administrator.

  • Customer creates the request using Digital Customer Service. This requires setup by an administrator.

  • Agent manually creates the request by clicking the Create button.

  • Use other methods such as REST or Import.

• The agent starts working on the request, and changes the status to "In Progress."

  Use any of the following methods to update the request:

  • Customer sends email to update the request.

  • Customer updates the request using Digital Customer Service.

  • Agent manually updates the request.

  • Use other methods such as REST or Import.

• The agent realizes that they need some extra information from the customer. So they send an email to the customer and flip the request status to "Waiting".

• The customer replies back to the email. Currently, the application changes the status back to IN PROGRESS. Here status change isn't ready-to-use, and requires setup in the application.

• The agent replies back to the customer with the solution and sets the request status to Resolved.

  Use any of the following methods to resolve the request:

  • Automatic Resolve of the request from Waiting status. This requires setup by an administrator.

  • Customer resolves the request using Digital Customer Service.

  • Agent manually updates the request.

  • Use other methods such as REST or Import.

• Resolved requests are automatically closed through an Enterprise Scheduler (ESS) job after a the number of days that your administrator defines when the application is configured.