A diagram showing the valid status flows of a request is shown below.
The thick circle informs about e-mail sent to the user at that time. Currently
an e-mail is *not* sent only when the request has the status 'Assigned'.
Please note that you can suppress sending e-mail by setting field
Owner to YES.
|
Status
|
Meaning
|
Mail
|
Fields
|
| New |
The request has been submitted into the system and someone has been
notified of it's existence. User receives an e-mail as a confirmation of
information entered to the system. |
x
|
1. Request No
2. Request Type
3. Application
4. Assigned to
5. Request Status
6. Summary
7. Details |
| Assigned |
The request has been assigned to another person. |
-
|
-
|
| Open |
The assignee is currently working on resolving the request. This is
to inform user that somebody started to look at the problem and solution
should be given soon. This status can be skipped and request can be Released
if there is immediate solution. |
x
|
1. Request No
2. Assigned to
3. Summary |
| Released |
The request has been solved, and the requester has been notified of
the outcome. |
x
|
1. Request No
2. Application
3. Assigned to
4. Summary
5. Solution |
| On Hold |
We are either waiting for more information, product enhancement, supplier
intervention, or availability of resources. Please note that this status
is used when we are waiting for the solution from outside of CERN or we
want to ask a user/external company for additional information. Question
should be placed in the solution field. This field will have "Waiting for
additional information..." label in the generated e-mail message. |
x
|
1. Request No
2. Application
3. Assigned to
4. Summary
5. Solution |
| Rejected |
The request is not valid one. Field solution should contain
resons of the rejection. |
x
|
1. Request No
2. Application
3. Assigned to
4. Summary
5. Solution |
| Reopened |
The request was previously thought solved, but has been reopened. |
x
|
1. Request No
2. Application
3. Assigned to
4. Request status
5. Summary |
