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Returning/Withdrawing Service Requests

All Users: 

Returning service requests

A user can return a service request that is in submitted or assigned status, and doesn't have any time charged to it.  If time has been charged, the following message will be received: "Service Request cannot be returned - time has been charged."

Withdrawing service requests

A user can withdraw a service request that is in submitted, assigned, or returned status, and doesn't have any time charged to it.  If time has been charged, the following message will be received: "Service Request cannot be withdrawn - time has been charged. Contact the ITD Responsible Group or person to complete the request."

ITD Users: 

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If a service request is withdrawn, the following will take place:

  • The responsible group and anyone with an open assignment will be notified via email that the service request is being withdrawn.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and actual completion dates on the mainframe project header (if one exists) will be set to the date the request was withdrawn. 
  • The "Assignments" button will be accessible to ITD users on the withdrawn service request.
  • The "Object Documentation" button will be accessible to both the agency and ITD users on a withdrawn SWDev/GIS/Proj Mgmt service request.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."

 

What Our Customers Are Saying

Very quickly indeed!

Dept. of Transportation
July 7, 2014
 
 

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