How to change the state transition dates of a request?

The state transition dates can be changed, for that select the option Work | Work | Request Management

The request list is presented
Select the request you wish to change the state to
On the "Operations" link, select the option "Change State Transitions"

When changing the state transition dates, you must consider:

Changing the state transition dates affects the SLA start and end dates;
The state transition dates must be later than the Request date;
The state transition dates must be previous than the current date;
The chronological order of the state transition dates must be respected;
When the request has a work order:
1. The state transition dates of the Request will be changed according to the Requests Workflow;
2. If the Work Order has associated to Requests, the request transition dates will be changed according to the Work Orders Workflow configuration
3. The SLA start and end dates of the Work order will be changed according to the Request Workflow configuration;
4. If the Work Order has Requests associated to the SLA start and end dates of those requests, they will be changed according to the Work Orders Workflow configuration
  1. Example: scenario with a Request associated to a Work Order
    1. The Request state Being Executed is configured to change the state of a Work Order to Being Executed
    2. The final Request state is configured to execute any change in the Work Order
    3. The Request state transition are the following
      1. 2020-07-0214:42:39 transition from Waiting for Approval to Approved
      2. 2020-07-0214:47:41 transition from Approved to Being Executed
      3. 2020-07-0214:48:14 transition from In Progress to Executed
    4. The Work Order state transitions associated are
      1. 2020-07-0214:47:22 transition from Waiting for Approval to Approved
      2. 2020-07-0214:47:41 transition from Approved to Being Executed
      3. 2020-07-0214:48:14 transition from In Progress to Executed
    5. Changing the Request state transitions for
      1. 2020-07-0214:42:39 transition from Waiting for Approval to Approved
      2. 2020-07-0214:48:41 transition from Approved to Being Executed
      3. 2020-07-0214:49:14 transition from In Progress to Executed
    6. This change causes an error on the chronological error of the Work Order state transitions. This transition will try to insert the transition dates as follows
      1. 2020-07-0214:47:22 transition from Waiting for Approval to Approved
      2. 2020-07-0214:48:41 transition from Approved to Being Executed
      3. 2020-07-0214:48:14transition from In Progress to Executed
    7. According to the Request workflow configuration, only the transition date of the Approved state to the In Progress state affects the Work Order. This causes inconsistency on the chronological order.

How to change the state transition dates of a request?

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