About request statuses

You can quickly scan a request to glean valuable information.

  • Requests are color-coded based on priority:
    • Red is urgent
    • Orange is high
    • Yellow is medium
    • Green is low
  • If a request is at risk or has breached a service level agreement (SLA) first response or resolution time, an SLA section appears above the Description section in the request details. Orange indicates the request is at risk, while red means the request breached the first response or resolution time.
  • There are 10 statuses available to track requests with:

    Notes:

    • All users will see the status.
    • You can change a status based on your permissions.
    StatusDescription

    Pending

    		Request is awaiting approval.
    ApprovedRequest is approved, but not assigned to a staff member.
    AssignedRequest is assigned, but work has not started.
    In ProgressWork has been started.
    CompletedWork is completed.
    On HoldWork is on hold pending funding, shipment of parts, etc.
    Closed

    Request is closed.

    Note: Districts may use this for a supervisor to close the request after a technician has marked it complete.

    DeclinedRequest was not approved.
    CanceledRequest was canceled by the requestor or admin.
    DuplicateRequest was merged into another request.