Stages are designed to abstract the details of what could be a complicated workflow in order to provide a quick status summary. Stages have the benefit of being visible through the Service Portal so that requestors can easily see where the request is in a workflow. Use stages to communicate to your customers where their requests are; and use steps to manage your internal workflows. The statuses of the stages are automatically handled by the workflow as the ticket moves through the workflow.
Each step MAY be associated with a stage. The status of each stage is one of the following:
When a workflow is started, each stage's status is set to Pending. The stage statuses are changed based on the following rules.
What these rules mean is that if there are several steps associated with a stage which happen sequentially, that stage appears as In Process until the ticket makes it to a step which is associated with a different stage, at which point the stage is marked complete.
This allows a complicated workflow to be summarized by a short list of stages.
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.