Service Request Management - Resolved Status and Reopen Service Request

[ShivendraJadon]

Need help with following questions: -

- Can we create "Resolved" status in Service Request Management the way we have it for Incident Management.

- If "Resolved" status is possible then can the service request be auto closed after 3 business days.

- If "Resolved" status is possible then can the service request be reopened within 3 business days.

If all of the above options are possible then will they be considered as part of "Customization" or "Configuration"

Thank you in advance.

Regards,

Shivendra Pratap Singh Jadon.

[Ankur Bawiskar]

@ShivendraJadon 

this is not available OOTB on request table, if you do then it will  be customization.

You can handle this using customization if customer wants and you can check what's implemented in INC and do something similar.

Re-opening can also be done as per customer's requirement.

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[Tanushree Maiti]

Hi @ShivendraJadon 

It is feasible but NOT AT ALL recommended.

Service management concept is different than incident.  Here You are not solving any issue that needs 'Resolve"  request process. In service management - you are ordering something and and it is ended with fulfillment (what you order that is fulfilled)

Here full process involved in Service request :

Item Form submit-> RITM (approval) -> Fulfillment ( SCTASK).

Once fulfillment process i.e SCTASK is closed complete/closed incomplete/closed skipped -> that way Request is Closed.  

So hope you got the point.