Intervention Requests: Lifecycle

Requests follow a defined lifecycle through approval to resolution.

Request Statuses

PENDING

Submitted and awaiting review. Nothing has been approved yet.

REVIEWING

Optional triage step: someone is screening the request before the approval decision.

APPROVED

Approved for action. Approving normally creates the linked work order.

PLANNING

Optional step while the work is being prepared — budget, parts, scheduling.

ASSIGNED

Assigned to a technician; work has not started yet.

IN_PROGRESS

A technician has started the linked work order.

COMPLETED

Shown as "Completed". The work is finished and the request is waiting for the requester to confirm it, and optionally rate it. This is not the end of the line.

CLOSED

Shown as "Closed". The requester confirmed (or a manager closed it), so the request is finalized and archived. This is the end of the line.

REJECTED

Declined, with a reason recorded.

CANCELLED

Withdrawn before completion.

Completed vs Closed

These two look alike but mean different things. Completed is the maintenance team’s statement: the work is done. Closed is the requester’s: they have seen the result and accepted it. That is why a request stops at Completed — it is waiting for the person who raised it to confirm, from the request page or from the closure link they were emailed. If your team already validates the work inside the work order, an administrator can switch this step off under Company settings → System; requests then close by themselves when their work order closes.

Tip

Track your requests from 'My Requests'. You get notifications on status changes.

Tip

When a request's linked work order is completed, the request automatically moves to Completed so the requester can confirm and optionally rate the work.

Tip

The request status now follows its linked work order: it moves to In Progress when the technician starts, and to Completed when the work order is completed or validated. The work order's own status is also shown on the request, so you can see Scheduled or Validated even though a request has no such status.

Tip

An administrator can decide whether closing a request needs the requester's confirmation, under Company settings → System. It is on by default. Turn it off if you validate the work inside the work order instead — the request then closes by itself when its work order is closed.

Tip

Admins can close an active request directly — useful when it has no work order or its work order was deleted.

Printing & exporting a request

Open any intervention request and click Print (top right) to download it as a branded PDF. The PDF includes the request details, the requester, the decision (who approved or rejected it, when, and the reason) and any attachment names — handy for archiving or sharing offline.

Request Lifecycle