what is the State flow and Life cycle of service request & service request item?

[MH3]

what is the State flow and Life cycle of service request & service request item?

[Hemant Goldar · Accepted solution]

hi @MH3,

In ServiceNow, a service request is a ticket created by a user to request a service from a service provider. A service request item is an individual request within a service request that specifies the details of what the user is requesting.

The state flow and life cycle of a service request and service request item in ServiceNow can be described as follows:

Service Request:

1. New: The service request is created and is in the new state.
2. In progress: The service request is assigned to a service provider and the work is started.
3. On hold: The service request is temporarily paused, typically due to a dependency on another service or information from the requester.
4. Awaiting user input: The service request is waiting for additional information or input from the requester.
5. Complete: The service request is fulfilled and the work is completed.
6. Closed: The service request is closed.

Service Request Item:

1. New: The service request item is created and is in the new state.
2. Work in progress: The service provider is working on the service request item.
3. On hold: The service request item is temporarily paused, typically due to a dependency on another service or information from the requester.
4. Awaiting user input: The service request item is waiting for additional information or input from the requester.
5. Complete: The service request item is fulfilled and the work is completed.
6. Closed: The service request item is closed.

It is important to note that the life cycle and state flow of a service request and service request item can be customized in ServiceNow to meet the needs of an organization.

I hope this helps!

Regards,

Hemant 

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