How to configure the request workflow?

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
  1. The state list is presented;
  2. To create new states, press the button create, to change the state configuration already defined, select the desired state.
When creating or editing the states, you must consider the following points:
  1. A start and final state must exist for each entity.
  2. By default, the entities are created in the state defined as initial.
  3. The final state defines the end of the entity's flow of states because there can be no more state transitions.
  4. To fill in the remaining languages of the description, you must edit the state with a user with the language configured on its profile.
  5. To create or configure request states, select the entity “REQUESTS.REQUESTS”
Maintenance configuration for the Requests states
  1. Requests
    1. Start SLA– when active, when changing to this state, the SLA start date of the request is filled in;
    2. End SLA– when active, when changing to this state, the SLA end date of the request is filled in;
    3. Change WO state to – when active, when changing to this state, the associated WO is changed for the selected state;
    4. Start Down Time:
      1. If you define a state as Start Down Time, and there is no state defined as End Down Time the final request state is automatically defined as End Down Time.
      2. If a state is no longer defined as Start Down Time, and there are no states defined, all Request states are no longer defined as End Down Time.
      3. It is not possible do set the Final state with Start Down Time if there are not one or more states defined with End Down Time. This means that the final state will be defined automatically with End Down Time and it is not allowed to have a defined state with Start and End Down Time
    5. End Down Time:
      1. If you define a state as End Down Time, and there are no states defined with Start Down Time, the start Request date will be automatically defined as Start Down Time.
      2. If a state is no longer defined as End Down Time, and there are no states defined, all Request states are no longer defined with Start Down Time.
      3. It is not possible to set the Start state with End Down Time if there are not one or more states defined with Start Down Time. This means that the start state will be defined automatically with Start Down Time and it is not allowed to have a defined state with Start and End Down Time
    6. Copy Reason between technicians
      1. when changing to this state, the justification is copied (feedback) inserted in the connected WO.

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