Request Life Cycle

Request Life Cycle

Request Life Cycle is a well-structured sequence of events in processing requests based on request status.

 

To create a Request Life Cycle:

 

    1. Go to Admin>>Helpdesk Customizer>>Request Life Cycle.

    2. Click New Life Cycle (if this is the first-ever request life cycle) or New (for subsequent life cycles).

    3. Provide a name, description and associate one or more request templates.

    4. Click Save to go to the transition configuration page with the default transition diagram.

    5. Configure the life cycle as per your needs and click Publish.

 

Configuring life cycle

 

    1. Drag all the required request statuses from the right-side pane to the canvas.

    2. Click the sides of the status box and drag it to another status box to add transition lines.

    3. To define transition, click the add icon on the transition line and provide name, description, and help text. On the right-side pane, you can define any of the transition conditions:

 

Before: This is the phase before the transition occurs. Here, you can restrict transition access to Ticket owner or Group and define a rule for it.

 

To define a rule:

    1. Click New Rule.

    2. Give name and description.

    3. Add one or more criteria using request fields, conditional operators, and values.

    4. Click Save.

 

During: This is the phase when the request is moving into a specific status. Here, you can make certain fields mandatory and certain other fields optional and define rules for the transition to occur.  

 

To define a rule:

    1. Click New Rule.

    2. Give name and description.

    3. Add one or more criteria using request fields, conditional operators, and values.

    4. Define Actions using custom scripts or Negate transition.

    5. Click Save.

 

 After: This is the phase when the request has moved to a status. Here you can configure rules to perform some actions.

 

To define a rule:

    1. Click New Rule.

    2. Give name and description.

    3. Add one or more criteria using request fields, conditional operators, and values.

    4. Define Actions using custom scripts or Negate transition and add Notification Action.

    5. Click Save. 


  1. You can define up to 10 rules for each of before, during, and after transitions
  2. Make sure all transitions are defined before publishing
  3. Click the linear view icon, to view all the transitions in a list.


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