Request Life Cycle

• Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition(s) easily. The next possible transition for any request is displayed in the request details page.
  
• Associate a life cycle to any number of templates. However, a template can be associated with only one life cycle.
  
• The life cycle contains nodes (request statuses) and transitions. The transitions are paths that connect two statuses. The transition configurations are divided among three phases - Before, During, and After. Each transition phase can be configured with rules to check for criteria and trigger corresponding actions, such as update fields, execute custom actions, trigger webhooks, add tasks, or send notifications.
  
• You can also mandate request fields during a status execution than when the request is being logged. Rules can be configured to abort the resolution of invalid requests as well.
  
• The transitions can be restricted by login permissions. That is, only authorized technicians will be able to work on specific transitions.
  
• Use a common transition to connect multiple statuses to one status without duplicating the transition configurations.
  
• Configure request life cycles under Setup >> Automation >> Request Life Cycles.
  

Sample life cycle for requesting a new laptop

Life cycle configurations