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Non-incident lifecycle

This workflow is standard and applies to the following requests:

  • Occurrence/Event
  • Question
  • Sandbox
  • Projects
  • Performance Tests
  • Settings

Non-incident request status

The following table describes the request status values.

StatusDescription
OpenRequest is awaiting service. This is the status when a request is first created or has been re-opened.
In progressResolution or development is in progress.
PendingWaiting for more information from you.

  • After answering the questions, select To Do to submit your answers.
  • If no action is taken within 80 business hours, the request moves automatically to Closed status.
Resolved / ValidatingRequest has been resolved.

  • At this point, you can either close the request or select Reopened, to reopen it if you are not satisfied.
  • If no action is taken within 120 hours, the request moves automatically to Closed status.
ClosedRequest has been resolved to your satisfaction.

Updated 5 days ago