| Date | Version | Changes |
|---|---|---|
| 2022-01-20 | v1.0.0 | |
| 2025-10-17 | v1.1.0 | Moved from Confluence |
This workflow describes how to handle service requests. Support issues that fall under service request are
- Questions
- Guidance
- Advice
- Tasks
- Grievances
Please see other workflows for problem reports and change requests.
Key Performance Indicators
- Time lapsed in Waiting
- Time lapsed to Completed
- Proportion of Resolved Issues
- Time in Working
The Workflow
Service Request Workflow focuses on simplicity while maintaining high amount of Flow.
These are the statuses.
| Status | Description | Transitions |
|---|---|---|
| Registered | Issue has been created by reporter. | Triage |
| Open | Issue has been triaged and is waiting to be handled. | Start, Close |
| In Progress | Someone has picked up the issue and started working on it. | Resolve, Close |
| Resolved | The issue has been resolved. | |
| Closed | The issue has been closed. |
These are the transitions.
| Transition | Description | Fields |
|---|---|---|
| Triage | Verify that the issue has required information and a clear description. Verify that the issue doesn’t belong to another workflow. | Title, Description |
| Start | Assign the issue to a person and start working on the resolution. | Assigned To |
| Resolve | The issue has been solved. A resolution is posted back to the reporter. | Resolution |
| Close | The issue has been closed. The reason has been posted back to the reporter. | Reason |
Klabbet 