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OurOMC Documentation

Request Status Reference

Every request carries two levels of status: the overall Status (Open, Resolved, or Accepted) and the Action Status, which tracks day-to-day progress within that state. Together they tell you exactly where a request sits in its lifecycle.

Status Reference

Section titled “Status Reference”
StatusAction StatusWhat it means
OpenUnplannedOpen request with no future actions planned. Can be marked complete when ready.
OpenPlannedOpen request with at least one future action scheduled. When all actions are completed, it reverts to Unplanned.
OpenOverdueOpen request with one or more actions whose planned date has passed. Either complete the actions or push the date out to move back to Planned.
OpenWaitingA comment was sent to followers and a response is expected. The request stays Waiting until a reply is received by email or through the UI, at which point it reverts to Unplanned.
ResolvedCompleteMarked complete by the agent. All followers have been notified.
ResolvedCancelledCancelled by the agent. All followers have been notified and no further action is required.
ResolvedDuplicateClosed as a duplicate. Followers have been notified and added to the original request.
Accepted—Final state. The requester (or the system after 7 days) has accepted the resolution. The request cannot be reopened. The Action Status of the accepted requests are the same as the action status of the resolved requests.
AcceptedNo ActionClosed directly to Accepted without going through Resolved. No notification was sent to followers. Used when the request requires no action and followers do not need to be informed.

Typical Daily Workflow

Section titled “Typical Daily Workflow”

The Agent Dashboard makes it easy to see the current state of your open requests. A sensible way to start each day:

  1. Check Overdue — Look at any requests or actions where the planned date has passed. Mark them completed if the work is done, or push the planned date out if not.
  2. Check Unplanned — These are newly arrived requests with no action plan yet. Create actions for each: what needs to happen, and when.
  3. Work through Planned — Get into the actions scheduled for today.

This keeps your queue accurate and ensures nothing falls through the cracks.