---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Catalog request states

# Catalog request states {#ariaid-title1}

Release version: Brazil  
Updated September 25, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
States and resolution codes for incidents and catalog requests that the L1 IT Service Desk AI Specialist drafts or submits.
{#catalog-request-states-l1-sd-ai-spec__entry__4}

| Scenario | Incident state | Request state | Resolution code |
|-|-|-|-|
| Auto-submit disabled; request drafted and awaiting review. | On Hold (Awaiting Caller) | Open (draft) | Not yet set. |
| Requester completes and submits the drafted request. | Resolved | Submitted | Resolved by catalog request. |
| Auto-submit enabled; all mandatory variables filled. | On Hold (Awaiting Caller) | Open (submitted automatically) | Not yet set. |
| Auto-submit enabled, but a mandatory variable could not be filled. | On Hold (Awaiting Caller) | Open (draft) | Not yet set. |
| Requester adds a negative comment to the incident. | In Progress | Closed Incomplete | Not yet set. |
[ ]