Work Request Statuses
Understand the lifecycle stages a work request moves through, and the On Hold, Blocked, and Active overlay statuses that can apply on top of them.
FMX tracks two separate things about every work request: the stage it's in (where it is in the process) and its status (whether it's actively being worked on, paused, or waiting on something else). These are independent, so a request can be in one stage and carry an overlay status at the same time.
Lifecycle stages
A request moves through these stages in order. Some stages are skipped depending on how your organization has FMX configured.
| Stage | What it means |
|---|---|
| Pending Details | The request is being created or needs more information before it can move forward. |
| Pending Approval | Waiting for someone in the approval chain to approve or decline it. Only exists if your organization uses approvals. |
| Pending Assignment | Approved (or no approval needed) and waiting for workers to be assigned. |
| Pending Resolution | Assigned to one or more workers and actively being worked on. |
| Pending Finalization | Work is resolved and waiting for a final review or closeout. Only exists if your organization uses finalization. |
| Finalized | The request is complete and closed. |
A request in Pending Approval can be Declined instead of approved. A declined request can't be reopened or edited — if the work is still needed, it has to be submitted again. A request that's already resolved is different: it can be reopened back to Pending Resolution if more work turns out to be needed.
Overlay statuses
Separately from its stage, a request can carry one of these statuses. They describe how a request is progressing right now, regardless of which stage it's in — so a request can be "Pending Resolution" and "On Hold" at the same time.
| Status | What it means |
|---|---|
| Active | The normal state: not on hold and not blocked. |
| On Hold | Intentionally paused. Once the request is resolved, time spent on hold is excluded from the resolution-time calculation, so a hold doesn't count against the resolution target — but the response target isn't adjusted for hold time, and the countdown you see while a request is still open doesn't reflect the adjustment. Use Place Hold to pause and Remove Hold to resume. |
| Blocked | Depends on another open work request that hasn't finished yet, through a parent/child or peer link. Clears once the request it depends on is done. A request can't block itself. |
How stages and statuses work together
Think of the stage as where the request is in the process and the status as whether it's moving right now. A request in Pending Resolution that's been placed On Hold is still in the resolution stage — it just isn't being actively worked. Once it's resolved, the time it spent on hold is excluded from the resolution-time calculation, so a long hold doesn't count against the resolution target.
If your organization uses priority levels, see Priority Levels for how priority affects response and resolution targets.