180 Certification Study Guide Series: IBM Maximo Asset Management V7.1 9.1 Service Requests application A service request is used for reporting an issue, requesting information, or a change to a service. The Service Requests application allows a service desk agent to manage service requests from internal or external users as well as enter new service requests. 9.1.1 Out- of- the- box functionality The Service Requests module and its related modules such as self- service have been enabled with standard functionality that is already configured ( referred to as out- of- the- box). For example when a service desk agent selects an owner or owner group, the status for the service request automatically changes from NEW to QUEUED. However, this type of functionality may be configured to fit the customer requirements. The service request can have the following status values: NEW A service request has been created. You cannot revert to this status after it has been changed. QUEUED Service request ownership has been given to a person or a group. Ownership assignment can be made manually or might be made automatically through workflow, a service level agreement, or other escalation process. INPROG The service request is in progress. Someone is working on this service request. The first time a service request reaches this status, the system populates the Actual Start field, if it is empty. PENDING A service request is pending an action ( for example, waiting for a vendor or user callback, or waiting for parts). RESOLVED The service request has been resolved. Information has been gathered and routed, service has been restored or a solution has been provided. The first time a service request reaches this status, the system populates the Actual Finish field, if it is empty. If necessary, you may reopen a service request and change the status from RESOLVED to INPROG.