Service Request Workflow
Date | Version | Changes |
---|---|---|
2022-01-20 | v1.0.0 |
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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 |
---|---|---|
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. |
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These are the transitions.
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 |