Service desk Change State
Draft | When a Change is created, it starts in the Draft state. The "Draft" state allows the Change Request to be configured at a later time where additional details can be added. When the Change Request is ready, the Change Owner (Requester) can "Request Approval". |
Applies to : | Change Types: Normal, Expedited, Emergency, Standard |
| Approval State : Not Assigned |
On Hold | During this step the Change Request is reviewed by the "Approvers". If acceptable, they provide their approval. Approvers are not allowed to make changes to the Change Request but must Reject the change if any changes are needed. |
Applies to : | Change Types: Normal, Expedited, Emergency, Standard |
| Approval State : Pending Approval |
Closed | When a Change Requests is closed, it gets the Closed state. |
| 路 Approved requests that have been set as resolved are closed during the next day review process |
| 路 Rejected requests are automatically set to Closed by the system. |
| 路 Invalid requests are automatically set to Closed by the system |
| Change Types: Normal, Expedited, Emergency, Standard |
| Approval State : Rejected/Approved |
Open | After all approvals are completed, the Change Request becomes Open. |
| Change Types: Normal, Expedited, Emergency, Standard |
| Approval State : Approved |
Resolved | In order for a Change to be resolved, the technician must select the resolved state and enter resolution notes. Once the Change Request has been resolved, no more changes to the Change request can be made. |
Applies to : | Change Types: Normal, Expedited, Emergency, Standard Approval State : Approved |