To create a new Request, select
the option "Requests | Requests":
request list is presented;
the "Create" button.
When creating and editing requests, you must consider:
SLA start date is automatically filled in, only once, when, the request is
defined as SLA start.
SLA end date is automatically filled in every time the request is
transitioned for a state defined as SLA end.
the request type has the option "Create with no Asset", the
"None" asset type will be automatically suggested.
the selected asset type is a route, you can only select routes in which
the user can access the route elements.
routes with at least one asset will be available, if no asset is
When editing the request, you must consider:
state change must be performed on the detail view interface.
the request state is specified as “locked for changes”, you cannot change
any attribute, except for the state and the observations, if the current
state has the option to allow to change observations active.
the Request is in a cancelled state, you cannot create nor associate it to
a Work Order.
a requester or Administrator - in "My Requests", you can change
the state of the request only when one of the conditions is confirmed:
the request changes to a state in which the option " Is Final
State" is set up.
the request changes to any state other than the final state:
there is an associated Work Order.
the target request state changes the associated WO state and only if
the request field "SLA end date" is filled in.
there is no associated Work Order.
if the request field "SLA end date" is filled in.
Administrator - in "Request Management", you can change the
state of the request only when one of the conditions is confirmed:
the request changes to any state configured as a final state.
the request does not have an associated work order.
the order has an associated work order, you cannot change the asset.
automatically close the request, if it is in a state previous to the final
state for over X days, it is necessary to access the option "Settings |
Work | Background Services", activate the option "Enable
Closing Requests" and define the number of days in "Close
Requests After (days)".
to create a request with no asset, if the request type allows it. For that, you
must consider the request type with the checkmark on the option "Create
Without an Asset".