Service Requests

A store asks for an IT service. The request record names its type, requesting person, linked service, request date and due date. Its status tells the approver whether the request is waiting for a decision and tells the fulfiller whether work has been authorized. Approval and completion are different steps: an approved request still needs a person to do the work and record when it finished.

A rejected request remains a recorded decision. The team should not treat its due date as evidence of delivery. Likewise, a request in progress has not been completed merely because someone has started work. The actual completion date gives the service desk a concrete handoff point for later review.

• Submission. Capture the request type, requester, service and dates so the approver knows what is being asked.
• Decision. Review the submitted record and mark it approved or rejected under the team’s authorization rules.
• Fulfillment. For an approved request, validate the person and service, perform the work, then record completion and the actual completion time.

Choose who is allowed to approve each kind of request and what information they need before deciding. The request type is a text field, so agree on useful wording that your stores and corporate teams will apply consistently. Decide how due dates are set and who may revise a due date if the store changes its need.

The fulfiller should know how to verify that the requesting person is active and that the linked service is the one being delivered. The fulfillment action checks the requester and service on an approved request before completion. Establish who records the actual completion time and what constitutes finished work for common request types. These rules make a completed status meaningful to the next person reading it.

Rehearse a store requesting a replacement scanner service. Select the requester and the service, enter the request type and due date, then submit the record. Have the authorized approver review the request and approve it. The fulfiller opens the approved item, checks that the person and service are correct, records the work and completes the request with its actual time.

Look at the same case from the approver’s and fulfiller’s views. The approver should see the submitted request that needs a decision. After approval, the fulfiller should see it in the approved list. After completion, the record should show the completed state and completion date. If the request was rejected, it should not appear as work ready for fulfillment.

• Submitted Requests — Requests waiting for the approver’s decision, with requester and service visible.
• Approved Requests — Authorized work ready for a fulfiller to check and complete.

See the request fulfillment process for the decision and completion handoff.