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Use > Run > Service Request Management > Service Request Management workflow > IT Service Request workflow

IT Service Request workflow

This section describes the metaphases and subordinate phases in the life cycle of an IT Service Request.

The workflow relies on business rules. Rules repeat from one phase to another when the end user can make a change to a field affected by a business rule during that phase.

Metaphase: Classification

Example: a request is submitted for the "Request a new SharePoint site" offering item, which requires manager approval. The request is automatically moved to Approve phase.

Metaphase: Approval

Example: a request is submitted for the "Request a new SharePoint site" offering item, which requires manager approval. Once the request is approved, it is dispatched to an owner to handle. The phase automatically transitions from Approve to Fulfill phase.

Metaphase: Fulfillment

Example: a request is submitted for the "Request a new SharePoint site" offering item, which requires manager approval. Once the request is approved and dispatched, a new SharePoint site is created for the requestor, either manually by the task owner or automatically using REST API. The request owner fills in the Solution and Completion code information. The phase automatically transitions to Accept, and the request waits for the requestor to accept the resolution.

Metaphase: Validation

Example: a request is submitted for the "Request a new SharePoint site" offering item, which requires manager approval.The request has been approved, dispatched, and fulfilled. The requestor receives a notification email and accepts the provided solution. The phase automatically transitions to Close.

Metaphase: Done (End)

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