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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  If time has been charged, the following message will be received: "Service Request cannot be withdrawn - time has been charged.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If a service request is withdrawn, the following will take place:

  • The responsible group and anyone with an open assignment will be notified via email that the service request is being withdrawn.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and actual completion dates on the mainframe project header (if one exists) will be set to the date the request was withdrawn. 
  • The "Assignments" button will be accessible to ITD users on the withdrawn service request.
  • The "Object Documentation" button will be accessible to both the agency and ITD users on a withdrawn SWDev/GIS/Proj Mgmt service request.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

Wonderfully fast resolution to our problem!!

Dept. of Human Services
September 24, 2014
 
 

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