Service Requests

A service request names the request type, requester and affected service. Requested, due and completed dates support a straightforward review of timing. Its status distinguishes Submitted, Approved, in progress, Completed and Rejected. The request record is useful for planned service work that is not an active incident or a technical problem.

The Request Approver makes the decision on a submitted request. The person fulfilling the work can then record progress and completion. A request that is rejected should stay visible with its outcome, so a requester and service owner do not mistake it for an unfinished fulfillment task.

• Submit. Record the requester, service, request type and requested date.
• Decide. Request Approver reviews submitted work and records approval or rejection.
• Fulfill. The responsible team records progress and the completion date.

The submitted view helps the approver find pending decisions. The work board focuses on approved and in-progress requests. Both views use the same source record, so a status change moves the item between the appropriate working screens without creating another request.

Agree on the request types your team accepts, who can approve them and what counts as completion. Decide how the due date is set and how the requester learns the outcome. Map requester identities to People so the same person can be followed across service work and related records.

For a request that requires a production change, create and review a separate change with risk, schedule and rollback plan. Request approval is a decision to perform service work; it should not be treated as approval for every operational intervention that fulfillment might require.

A team requests a configuration adjustment for a service. The requester submits the request with a due date. The Request Approver reviews the service and approves it. The service team moves it into progress and records the completed date after the work is done. The approver can then review the original request and its outcome from the same record.

If the adjustment affects a production workload, the Platform Operator prepares a change and asks the Change Approver to review the proposed window and rollback plan. The request can explain why the work was wanted, while the change explains how the intervention was governed. Keep their statuses distinct in a rehearsal.

• Submitted requests — Find service requests awaiting a decision.
• Request work board — Track approved and in-progress fulfillment.

Follow request to completion and review role access.