Requests and fulfillment

A service request records its type, requester, service, request date, due date, completion date and state. The Request Coordinator uses those fields to decide what the team is being asked to deliver and when it is due. A submitted request remains a request for review. Approval is the point at which the work may be assigned for delivery. An approved request can move into progress, and an in-progress request can be completed with its actual completion time.

The state should reflect what has happened. A technician should not mark a submitted request in progress before the Request Coordinator has approved it. A due date is a target for the work, while the completion date records when it actually finished. Keeping those dates separate helps the Service Manager understand late work without changing the original expectation.

The Request Coordinator reviews and approves; the Service Technician delivers; the Service Manager checks service impact.

• Requested work. Type, requester and service define the case for review.
• Approval. An authorized decision separates submission from delivery.
• Actual finish. Completion carries the date on which the work was done.

Agree which request types the team will use first and who is allowed to submit them. Decide what evidence the coordinator needs before approving a request and how rejection is communicated. Set due dates in a consistent time zone and make clear who records completion. Rehearse a request that is approved, one that is rejected and one still submitted when a technician tries to begin work.

A service owner asks for a piece of routine work on an active service. The Request Coordinator records the requester, type, service and due date. After checking the request, the coordinator approves it. The technician moves it into progress and completes the work, recording the actual finish. The Service Manager can compare request and completion dates without treating the due date as evidence that work was done.

Try to advance a rejected request or a submitted request directly to completion. Neither should be accepted as fulfilled work. The coordinator can reopen the business decision through an authorized path; the technician should not bypass it by editing a later state.

• Submitted requests — Requests waiting for a review decision.
• Request board — Authorized work and its delivery state by service.

Follow a request and review access.