Returning Service Requests

A user can return a Service Request if:

• The service request is in submitted or assigned status.
• There hasn't been any time charged to the service request.

If a service request is returned, the following will take place:

• The requestor and anyone with an open assignment will be notified via email that the service request is being returned. 
• All open assignments will remain open.

If a user is trying to return a service request that has had time charged to it, the following message will be displayed: "Service Request cannot be returned - time has been charged."

Withdrawing Service Requests

A user can withdraw a service request if:

• The service request is in submitted, assigned, or returned status.
• There hasn't been any time charged to the service request.

If a service request is withdrawn, the following will take place:

• The responsible group and anyone with an open assignment will be notified via email that the service request is being withdrawn.
• The performance measures indicator will be set to 'N' (No) for all open assignments.
• All open assignments will be completed.
• All open assignment change requests will be deleted, along with any history records associated to them.
• The estimated and actual completion dates on the mainframe project header (if one exists) will be set to the date the request was withdrawn. 
• The "Assignments" button will be accessible to ITD users on the withdrawn service request.
• The "Object Documentation" button will be accessible to both the agency and ITD users on a withdrawn SWDev/GIS/Proj Mgmt service request. 

If a User is trying to withdraw a service request that has had time charged to it, the following message will be displayed: "Service Request cannot be withdrawn - time has been charged. Contact the ITD Responsible Group or person to complete the request."