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In requests, you can change the state flow so that it matches the organization's way of working.
View the default workflow
By default, the request workflow has the following states:
State | Notes |
|---|---|
New | Initial state, SLA start. Allows creating work orders in the New or In Progress states. |
In Progress | Changes the state of the associated work order to In Progress. |
Completed | Ends SLA. |
Closed | Final state, ends SLA. Changes the state of the associated work order to Closed. |
Canceled | Final state, ends SLA. Changes the state of the associated work order to Canceled. |
The following diagram shows how the transitions between states work:
Request workflow
Change the workflow
To create a state or change the settings of an existing state, follow these steps:
Go to Settings | Requests | Workflow;
In the list of states, click on Create to create a state, or select the desired state to change its settings;
In the General tab, fill in the state details:
State;
Description (required);
Localized Description;
Color: select the state color. The initial value is Gray;
Entity (required): select REQUESTS.REQUESTS;
Is Initial State: by default, entities are created in the state defined as initial;
Is Final State: defines the end of the entity's state flow, so it cannot have transitions to other states;
Is Locked For Changes;
Transitions section: in each row, fill in the Target Entity State and Need Justification columns;
In the Request tab, configure the state options;
Click on:
Save and New, to save the state and start a new record;
Save, in the arrow next to the Save and New button, to save only the state.
When creating and editing states, the following rules apply:
There must be one initial state and one final state for each entity;
To fill in the remaining description languages, edit the state with a user who has the language configured in their profile.
Configure request states
On the screen for creating or editing a state, next to the General tab, the Request tab allows you to configure the behavior of the requests that change to the state being created or edited. The options are organized by section:
SLA
If the SLA start is defined but the end is not, the SLA will end at the request's final state;
If the SLA end is defined but the start is not, the SLA will start at the request's initial state;
If at least one state is not defined to start or end the SLA, the SLA settings are lost;
Start SLA: if active, when a request changes to that state, the request's SLA start date is filled in;
End SLA: if active, when a request changes to that state, the request's SLA end date is filled in.
Down Time
Start Down Time:
If a state is defined as the down time start and no state is defined as the end, the request's final state is automatically defined as the down time end;
If a state is no longer defined as the down time start and there are no other states defined as the start, all request states are no longer defined as the down time end;
If there is no state defined as the down time end, the final state cannot be defined as the start, because a state cannot be both the start and the end at the same time.
Work Order
State: state of the associated work order when the request changes to that state;
Copy Justification: if active, the reason for the state transition is copied. This way, the reason provided is visible in the request's state transition.
Create Work Order
Fill in, in each row, the WO State column. If more rows are needed, click on the + icon.
Configuration
Allow change remarks;
Canceled.