Request life cycle

Design the life cycle of your request and guide your technicians through every step
 
ServiceDesk PlusFeaturesRequest life cycle
Request life cycle
Create custom life cycles for your requests to define the various paths that the requests can take

    Streamline your request management process with custom life cycles.

  • Navigate your requests through custom statuses by building request life cycles on a drag-and-drop canvas.
  • Control the journey of a request between statuses by defining conditional actions.
  • Build powerful transitions by configuring and invoking conditions-based actions at various stages, such as before, during, and after a transition.

    Improve technician productivity and enhance process effectiveness.

  • Reduce technician error by negating the ability to move tickets forward until the defined conditions have been met and required actions have all been performed.
  • Help technicians collect relevant and contextual information at every stage of a ticket by flagging fields as mandatory during transitions.
  • Restrict transition access to a small group of individuals, and effectively control who can move the ticket to the next status at different stages of the ticket life cycle.
Incident ticket life cycle
Control the journey of a request between statuses
IT request life cycle management
Create conditions-based actions at various stages, such as before, during, and after a transition

    Enhance end-user service experience.

  • Send contextual notifications at different stages of the request life cycle.
  • Collect relevant information from users only when required.
  • Improve consistency of service delivery and reduce resolution time.
 

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