Service Desk Item Life Cycle
Notes on States
Please note that it is possible to have an installation set up, that changes the names if the various ticket state names shown below. These controls are not available through PCR-360. If your Organization uses such mapping, please see your internal documentation to translate the states explained below.
State Name | State Definition |
|---|---|
Created | This state indicates an item has been created, but it's visibility within PCR-360 is restricted until it is approved. |
Requested | This state indicates a request has been submitted, but it's visibility within PCR-360 is restricted until it is approved. |
Pending | This state indicates an item is ready to be processed. |
Void | This state indicates the item is no longer valid. |
Hold | This state indicates the item awaiting outside action before it can be continued to be worked on. |
Denied | This state indicates the item has been rejected by the Approver, and the item is not visible within PCR-360. |
Complete | This state indicates all work on the item has been completed. New Actions/Edits can still be made. |
Finalized | This state indicates all work has been finalized, and the item is awaiting billing. No new Actions/Edits can be made now. |
Billed | This state indicates all work for the item has been successfully billed out on a bill. |
All Service Desk items will eventually reach an "End State" at which point the Service Desk item can no longer change States. These "End States" are indicated by the Service Desk item having a Status of Void, Denied, Finalized (only if the record does not have Charges for Billing), or Billed.
Service Desk Items that Require Approval
For detailed information on the Approval process, please see the CustomerCenter or Approval Criteria Grid Wiki pages.
Service Desk Item Type Life Cycles
Inquiries
For detailed information on creating an Inquiry, please see the CustomerCenter or Service Desk Wiki pages.
Service Requests
For detailed information on creating a Service Request, please see the CustomerCenter Wiki page.
Service Orders
For detailed information on creating a Service Order, please see the Service Desk Wiki pages.
Actions
For detailed information on creating and using Actions, please see the Actions wiki page.
Work Orders
For detailed information on creating a Work Order, please see the Service Desk Wiki pages.
Incident Request
For detailed information on creating an Incident Request, please see the CustomerCenter Wiki page.
Incidents
For detailed information on creating an Incident, please see the Service Desk Wiki page.
Problems
For detailed information on creating an Incident, please see the CustomerCenter or the Service Desk Wiki pages.
Estimates
For detailed information on creating an Estimate, please see the Service Desk Wiki page.
Projects
For detailed information on creating a Project, please see the Service Desk Wiki page.
Quick Ticks
For detailed information on creating a Quick Tick, please see the Quick Tick Wiki page. Quick Ticks are only ever made with a status of Finalized.
On Bill Generation
For detailed information on Billing, please see the Wiki Category page.