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

  Note: If a request type has the Change Closed Requests Color to Grey toggle turned on, completed statuses (including Canceled, Closed, Completed, Declined, and Duplicate) will appear in grey font instead of blue.

• 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.

  Status	Description
  Pending	Request is awaiting approval.
  Approved	Request is approved, but not assigned to a staff member.
  Assigned	Request is assigned, but work has not started.
  In Progress	Work has been started.
  On Hold	Work is on hold pending funding, shipment of parts, etc.
  Completed	Work is completed.
  Closed	Request is closed. Note: Districts may use this for a supervisor to close the request after a technician has marked it complete.
  Declined	Request was not approved.
  Canceled	Request was canceled by the requestor or admin.
  Duplicate	Request was merged into another request.