.Service Desk Item Life Cycle v2022.1

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Void	This state indicates the item is no longer valid.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.

All Service Desk items will eventually reach an "End State" at which point the Service Desk item can no longer change States. These "End States" are indicated by the Service Desk item having a Status of Void, Denied, Finalized (only if the record does not have Charges for Billing), or Billed.

Service Desk Items that Require Approval

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

Service Desk Approval Process

Service Desk Item Type Life Cycles

Inquiries

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

Inquirie's Life Cycle

Service Requests

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

Service Request's Life Cycle

Service Orders

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

Service Order's Life Cycle

Actions

For detailed information on creating and using Actions, please see the Actions wiki page.

Service Desk Action's Life Cycle

Work Orders

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

Work Order's Life Cycle

Incident Request

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

Incident Request's Life Cycle

Incidents

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

Incident's Life Cycle

Problems

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

Problem's Life Cycle

Estimates

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

Estimate's Life Cycle

Projects

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

Project's Life Cycle

Quick Ticks

For detailed information on creating a Quick Tick, please see the Quick Tick Wiki page. Quick Ticks are only ever made with a status of Finalized.

On Bill Generation

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

Finalized Service Desk Item to Bill Generation workflow