.Service Desk Item Life Cycle v2018.1

Notes on States

Please note that it is possible to have an installation set up, that changes the names if the various ticket state names shown below. These controls are not available through PCR-360. If your Organization uses such mapping, please see your internal documentation to translate the states explained below.

State Name	State Definition
Created	This state indicates an item has been created, but it's visibility within PCR-360 is restricted until it is approved.
Requested	This state indicates a request has been submitted, but it's visibility within PCR-360 is restricted until it is approved.
Pending	This state indicates an item is ready to be processed.
Void	This state indicates the item is no longer valid.
Hold	This state indicates the item awaiting outside action before it can be continued to be worked on.
Denied	This state indicates the item has been rejected by the Approver, and the item is not visible within PCR-360.
Complete	This state indicates all work on the item has been completed. New Actions/Edits can still be made.
Finalized	This state indicates all work has been finalized, and the item is awaiting billing. No new Actions/Edits can be made now.
Billed	This state indicates all work for the item has been successfully billed out on a bill.

Service Desk Items that Require Approval

For detailed information on the Approval process, please see the CustomerCenter or GLA Approval Wiki pages.

Service Desk Item Type Life Cycles

Inquiries

For detailed information on creating an Inquiry, please see the CustomerCenter or Service Desk Wiki pages.

Service Requests

For detailed information on creating a Service Request, please see the CustomerCenter Wiki page.

Service Orders

For detailed information on creating a Service Order, please see the Service Desk Wiki pages.

Incident Requests

For detailed information on creating an Incident Request, please see the CustomerCenter Wiki page.

Incidents

For detailed information on creating an Incident, please see the Service Desk Wiki page.

Problems

For detailed information on creating an Incident, please see the CustomerCenter or the Service Desk Wiki pages.

Estimates

For detailed information on creating an Estimate, please see the Service Desk Wiki page.

Projects

For detailed information on creating a Project, please see the Service Desk Wiki page.

On Bill Generation

For detailed information on Billing, please see the Wiki Category page.