Service Requests

A request carries a requester, linked service, due date and working status. Service Operator checks the requester and service before an approved item enters in progress. Completion is recorded when the result can be supported by the operating record.

The requester and linked service identify who needs the result. A due date helps the operator prioritize work, while the completed date records when fulfillment ended. Check the result with the requester before closing the request; the date alone does not explain what was delivered.

• Ownership. Service Operator reviews the requester and service before work starts.
• Evidence. Check the request type, due date, status and completion date.
• Follow-through. Confirm the result with the requester before closing work.

Agree who may review a submitted request and what evidence counts as a fulfilled outcome. The due date helps the team prioritize work, while the requester and service keep the request anchored to its context.

Rehearse an ordinary record and an exception with the people who will use this area. Check the linked owner or service before changing a status. If the outside information changes, compare it with the original request before the next handoff.

Take a Submitted request for a named service. Check that the requester exists, review the due date and the decision, then move an approved request into work. Compare the completed date with the final status before treating it as finished.

Have the receiving operator repeat the check using the linked records. Review a mismatched owner, value or date with the decision owner before applying the same handling to more work.

For an exception, use a request whose due date has passed but whose work has not been confirmed. The Service Operator should keep it in progress while checking the outcome with the requester. A completion date cannot describe the delivered result by itself. Verify that the requester and linked service are correct before moving a Submitted entry into review. If the requested work affects a service change, the change record can carry its own risk, window and rollback plan. Keep the request status aligned with what actually happened, and tell the requester who owns the next action.

The due date remains useful for follow-up after the review decision.

• Request review inbox — Submitted requests with requester, service and due date.
• Open service requests — Submitted, approved and active requests awaiting completion.

Follow the request intake handoff and review the data model before migrating records.