Skip to content

EvenTier

Operations

Documentation

Request lifecycle

How requests are created, triaged, worked, and closed — across a seven-state transition machine, with custom fields, watchers, links, attachments, and an audited history.

Where:
Settings → Request types · Agent workspace → Queue
Permission:
EDIT_REQUESTS · MANAGE_REQUEST_TYPES
Updated:
July 2026

Overview

  • Requests move across seven states — New, Triaged, In progress, Waiting on requester, Waiting on approval, Resolved, Closed — governed by an explicit transition machine. Most working states can move to Resolved or Closed directly, and Resolved/Closed can be reopened to In progress. Waiting on approval is entered and left only through the approval flow.
  • Every status transition records who changed it, when, and the from/to states — visible on the request timeline and in the audit log.
  • Comments split into public (visible to the requester) and internal (agents only — employees can't post internal notes). Attachments are accessed through the parent request's permission scope.
  • Requests can be linked: relates-to, blocks / blocked-by, or duplicate-of; merging adds a merged-into link. Bulk-update and merge act on selections from the queue toolbar.

Step by step

  1. 01

    Define a request type

    Settings → Request types → New. Pick a name, the team that owns it, custom fields via a form definition, and toggle whether the type requires approval before work starts.

  2. 02

    Wire intake

    Add the type to the employee portal, expose it via the inbound email channel, or accept it via the REST API. Each intake source can pre-fill fields.

  3. 03

    Triage from the queue

    Filter by team, status, SLA risk, or requester. Bulk-assign, bulk-tag, or merge duplicates. Open one to add internal notes, change priority, or escalate.

  4. 04

    Resolve and close

    Move to Resolved when work is done; the requester sees the resolution. Close the request manually from the request header, or via an automation that sets status to Closed. Resolved/Closed requests can be reopened to In progress if work resumes.

Good to know

  • Managers and admins can force-resolve a request; doing so auto-denies any pending approvals and records an internal audit note.
  • Internal comments support /mentions of users and teams; mentioned users get a notification.