Request Status Reference

Every request carries two levels of status: the overall Status (Open, Resolved, or Accepted) and the Action Status, which tracks day-to-day progress within that state. Together they tell you exactly where a request sits in its lifecycle.

The three statuses mean the same thing for both kinds of request, but what moves a request between them depends on whether it is a case or a work order — see Closing Requests.

Status Reference

Status	Action Status	What it means
Open	Unplanned	Open request with no future actions planned. Can be marked complete when ready.
Open	Planned	Open request with at least one future action scheduled. When all actions are completed, it reverts to Unplanned.
Open	Overdue	Open request with one or more actions whose planned date has passed. Either complete the actions or push the date out to move back to Planned.
Resolved	Complete	Marked complete by the agent. On a case, all followers have been notified; on a work order, nothing is sent and the note is kept as a completed action. A completed work order closed as No Charge goes straight to Accepted.
Resolved	Cancelled	A case cancelled by the agent, with no further action required. The followers are notified. A cancelled work order is accepted outright instead — nothing was done, so no charge is coming.
Accepted	—	Final state. The request cannot be reopened. The action status carries over from when it was resolved.
Accepted	Duplicate	Closed as a duplicate of another request. The followers are moved onto the original, which stays open.
Accepted	No Action	Closed directly to Accepted without going through Resolved. No comment stored and no notification sent. Used when the request requires no action and followers do not need to be informed.

Resolved to Accepted

This is the one place the two kinds of request genuinely differ.

For a case, Resolved means “we believe this is dealt with” and Accepted means “nobody objected”. The requester can accept it themselves, and if nobody does anything the system accepts it automatically a week after it was resolved.

For a work order, the two states track the money:

• Resolved — the supplier has told us the work is complete.
• Accepted — the charge for the work has been entered against it: the supplier’s invoice, or an accrual for it.

Nothing accepts a work order automatically. Entering that charge on the purchases page and linking it to the work order is what accepts it — so the person who manages the work and the person who does the books can each do their own half. Where nothing is ever going to be charged — a warranty visit, or work that was called off — the close itself takes the work order straight to Accepted.

Note

The action status does not change when a request moves from Resolved to Accepted — it carries over whatever it was when the request was resolved.

Typical Daily Workflow

The Agent Dashboard makes it easy to see the current state of your open requests. A sensible way to start each day:

1. Check Overdue — Look at any requests or actions where the planned date has passed. Mark them completed if the work is done, or push the planned date out if not.
2. Check Unplanned — These are newly arrived requests with no action plan yet. Create actions for each: what needs to happen, and when.
3. Work through Planned — Get into the actions scheduled for today.

This keeps your queue accurate and ensures nothing falls through the cracks.