Service Request Workflow

Date

Version

Changes

Date

Version

Changes

2022-01-20

v1.0.0

 

This workflow describes how to handle service requests. Support issues that fall under service request are

  • Questions

  • Guidance

  • Advice

  • Tasks

  • Grievances

Please see other workflows for problem reports and change requests.

Key Performance Indicators

  • Time lapsed in Waiting

  • Time lapsed to Completed

  • Proportion of Resolved Issues

  • Time in Working

The Workflow

Service Request Workflow focuses on simplicity while maintaining high amount of Flow.

These are the statuses.

Status

Description

Transitions

Status

Description

Transitions

Registered

Issue has been created by reporter.

Triage

Open

Issue has been triaged and is waiting to be handled.

Start, Close

In Progress

Someone has picked up the issue and started working on it.

Resolve, Close

Resolved

The issue has been resolved.

 

Closed

The issue has been closed.

 

These are the transitions.

Transition

Description

Fields

Transition

Description

Fields

Triage

Verify that the issue has required information and a clear description. Verify that the issue doesn’t belong to another workflow.

Title, Description

Start

Assign the issue to a person and start working on the resolution.

Assigned To

Resolve

The issue has been solved. A resolution is posted back to the reporter.

Resolution

Close

The issue has been closed. The reason has been posted back to the reporter.

Reason

 

Service License Agreement Service Request Workflow
Service Request Workflow