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Stages and Request Status for Requesters

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In this lesson, you will learn:

  • What a stage is
  • SNWR’s three stages
  • How a flow sets stages
  • What Sam sees

🔁 Quick look back: Last time: Request Approvals. You learned how SNWR’s request approvals depend on what’s ordered and how much it costs.

1 “Where’s my monitor?”

Sam checks his request in Employee Center.

  • It says “Open”, every day for a week.
  • He can’t tell if it’s approved.
  • He calls Abel to ask.

🎯 The problem: If requesters can’t see progress, they call the Service Desk.

👉 The fix: show simple stages, so Sam sees where his order is.

2 What stages are

Key term: Stage

A step in delivering an item, shown to the requester, like Fulfillment.

Key term: State

The record’s status for agents, like Open or Closed Complete.

Sam's request in Employee Center with three stages. Waiting for approval: done. Fulfillment: in progress, with the note Desktop Support is setting up your monitor. Delivered: not yet. A note says stages are for the requester; state is for agents.
Figure 1. Sam sees where his monitor is.

3 How a flow sets stages

  • In Flow Designer, open the flow’s properties and add the stages.
  • Link each stage to the step where it starts.
  • When the flow reaches a step, the RITM’s stage changes.

💡 Good to know: Use three to five stages. Use words Sam understands, not IT words.

📝 Note: Stages show on the RITM and in Employee Center as a progress bar.

4 Let’s try it: add stages to the monitor flow

  1. Open SNWR Monitor fulfillment in Flow Designer. Open the flow’s properties.
  2. Add three stages: Waiting for approval, Fulfillment, Delivered.
  3. Link Waiting for approval to the approval step, Fulfillment to the task step and Delivered to the close step.
  4. Activate the flow. Impersonate Sam and order a 32″ monitor.
  5. Open his request in Employee Center. Watch the stage change as Beth approves and the task closes.

5 Quick recap

  • A stage shows the requester where the order is
  • State is for agents
  • SNWR: Waiting for approval, Fulfillment, Delivered
  • The flow sets each stage
  • Use 3 to 5 stages, in plain words

6 Check yourself

Think of your answer first. Then tap to check.

1 Stage or state: which one does Sam see? Show answer

Stage.

2 What sets the RITM’s stage? Show answer

The fulfillment flow, as it reaches each step.

3 Name SNWR’s three stages. Show answer

Waiting for approval, Fulfillment, Delivered.

4 Why add stages? Show answer

So requesters see progress and don’t need to call.

Nice work! Sam can now see where his order is. 🎉
Next up: Request SLAs and Fulfillment Targets

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