ServiceDesk PlusFeatures AutomationOn-premises request life cycle management

What is RLC?

Any request in ServiceDesk Plus goes through various statuses such as Open, On hold, Waiting for an update, Resolved, and Closed. With RLC, you now can design the sequence of the statuses along with conditions and actions (transitions) required for every status change.

What is a Transition?

Transitions are "conditional actions" required to move on to the next status. We can execute these conditions before, during, or after a transition.

How to start using RLC?

RLC is available under

  • Admin > Helpdesk Customizer > Request Life Cycle

Associate Request life cycle
Service request status flow
Define request lifecycle transitions
Request lifecycle configuration
Implement request life cycle
Online documentation

Admin guide

Read detailed step-by-step instructions to configure RLCs.

RLC video tutorial


Join our product experts as they take you on a detailed walk-through of RLC.

View webinar

Putting RLC into practice

You can use RLC in your organization to:

Help technicians to navigate through RLC
Role based access restriction
Request additional request information
Automated email notifications
Abort ticket processing
Invoke custom scripts in request lifecycle process

To start using RLC in your organization upgrade to the latest version of ServiceDesk Plus.

Automate Ticket Assignment. Don't Miss a Single Ticket.