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: : Understanding the Request Life Cycle
The request has a status, a type of status and a state.
The request status can be configured: Open, Resolved, etc. This information is displayed in bold in the middle of the record sheet. It changes color according to the request evolution.
The status type cannot be configured.
- Created: a request is created but not response has been started.
- Open: at least one response is open but not finished.
- Suspended: a request is pending.
- Resolved: depends on the contract. The request is resolved.
- Ext. closed items Internally closed : problem resolved for the customer but not internally (summary not done for example). This type of closure needs a customer validation.
The state is optional and can be configured. E.g. Answer to be sent, closed, etc.
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