---
title: "How to configure the request workflow?"
slug: "1723138872"
tags: ["Settings"]
updated: 2026-11-02T15:06:29Z
published: 2026-11-02T15:06:29Z
canonical: "help.ila.cegid.com/1723138872"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.ila.cegid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to configure the request workflow?

- [x] PT
- [x] ES

---

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:

![](https://cdn.document360.io/dcab37a5-8229-4a44-bfb1-66adf6fc5367/Images/Documentation/EN - Esquema - Qual é o fluxo de trabalho por omissão dos pedidos.svg)

Request workflow

---

## Change the workflow

To create a state or change the settings of an existing state, follow these steps:

1. Go to **Settings | Requests | Workflow**;
2. In the list of states, click on **Create** to create a state, or select the desired state to change its settings;
3. 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;
4. In the **Request** tab, configure the state options;
5. 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**.