How to change the state transition dates of a request?

How to change the state transition dates of a request?

The state transition dates can be changed, for that select the option Work | Work | Request Management
  1. The request list is presented
  2. Select the request you wish to change the state to
  3. On the "Operations" link, select the option "Change State Transitions"
When changing the state transition dates, you must consider:
  1. Changing the state transition dates affects the SLA start and end dates;
  2. The state transition dates must be later than the Request date;
  3. The state transition dates must be previous than the current date;
  4. The chronological order of the state transition dates must be respected;
  5. When the request has a work order:
    1. The state transition dates of the Request will be changed according to the Requests Workflow;
    2. If the Work Order has associated to Requests, the request transition dates will be changed according to the Work Orders Workflow configuration
    3. The SLA start and end dates of the Work order will be changed according to the Request Workflow configuration;
    4. If the Work Order has Requests associated to the SLA start and end dates of those requests, they will be changed according to the Work Orders Workflow configuration
      1. Example: scenario with a Request associated to a Work Order
        1. The Request state Being Executed is configured to change the state of a Work Order to Being Executed
        2. The final Request state is configured to execute any change in the Work Order
        3. The Request state transition are the following
          1. 2020-07-0214:42:39 transition from Waiting for Approval to Approved
          2. 2020-07-0214:47:41 transition from Approved to Being Executed
          3. 2020-07-0214:48:14 transition from In Progress to Executed
        4. The Work Order state transitions associated are
          1. 2020-07-0214:47:22 transition from Waiting for Approval to Approved
          2. 2020-07-0214:47:41 transition from Approved to Being Executed
          3. 2020-07-0214:48:14 transition from In Progress to Executed
        5. Changing the Request state transitions for
          1. 2020-07-0214:42:39 transition from Waiting for Approval to Approved
          2. 2020-07-0214:48:41 transition from Approved to Being Executed
          3. 2020-07-0214:49:14 transition from In Progress to Executed
        6. This change causes an error on the chronological error of the Work Order state transitions. This transition will try to insert the transition dates as follows
          1. 2020-07-0214:47:22 transition from Waiting for Approval to Approved
          2. 2020-07-0214:48:41 transition from Approved to Being Executed
          3. 2020-07-0214:48:14transition from In Progress to Executed
        7. According to the Request workflow configuration, only the transition date of the Approved state to the In Progress state affects the Work Order. This causes inconsistency on the chronological order.

    • Related Articles

    • How to create a request?

      Through requests, an organization's employees can request maintenance actions on assets or locations. These maintenance requests, usually referred to as HelpDesk requests, allow the maintenance teams to respond to different requests by creating ...
    • How to change the state transition dates of a work order?

      The state transition dates can be changed, for that  select the option Work | Work Orders The work orders list is presented Select the work order that wish to change the state On the "Operations" link, select the option "Change State Transitions" ...
    • How to configure the request workflow?

      The state flow for requests can be changed to be in line with the organization's working method. To create or change the new state configurations, you must access Definitions | Requests | Workflow The state list is presented; To create new states, ...
    • How to create a work order connected to a request?

      Through requests, an organization's employees can request maintenance actions on equipment, tools or locations. These maintenance requests, usually referred to as HelpDesk requests, allow the maintenance teams to respond to different requests by ...
    • How to view the state transitions of a request?

      A request is created in the initial state and until it is finished, it goes through different states. The requester or the maintenance manager has the chance to view all the states the request went through. For the requester to view the request ...