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.


    • Related Articles

    • Request Custom Functions

      Request custom functions can be used in business rules, request custom triggers, request life cycle, and request timer actions. Using custom functions, you can perform automated actions on requests, other modules, and external applications. Go to the ...
    • Request Closing Rules

      SupportCenter Plus allows you to define various rules for closing a request such as mandating fields, confirming user acknowledgment, automated transitions based on tasks or dependent requests, and automated closures.    To define closure rules:  Go ...
    • Request Classic View

      Classic View presents the request data in a linear manner. To display requests in classic view, click the icon in the header. You can sort requests by different fields such as subject, support rep, and more by using List Settings in the header. The ...
    • Request Kanban View

      Kanban view displays requests as organized boards. You can group requests based on priority, status, or support rep assigned to the request. Detailed information about support rep's workload can be viewed at a glance. Kanban boards simplify the ...
    • Request Combined View

      Combined View allows you to track requests and tasks on the same page. It appears similar to the classic view but with limited filters and sorting options. To switch the request list to the combined view, click Combined View in the header. In the ...