4. Request Resolution and Support

The actual fulfillment of a request depends on its nature. The service desk staff may be able to fulfill a request, or the request may need to be sent to an outside group for completion.

After the request has been approved, it moves to one of the following states:

In the Fulfillment state, there are different options available to the fulfiller to complete the request. The fulfiller can choose to:

In the Fulfillment Queue state, the Assign option is used to specify the primary owner of the request.

Depending on the fulfiller's privileges, the following transitions may also be available:

The completed request moves to the Resolved state.