What is a Service Request? #
A service request is a tracked unit of work performed for a customer. Each request has a unique number, a status, a priority, an assigned staff member, and a complete history of time entries, notes, and status changes.
What DMSI Service Management Adds
DMSI-DDLS Core provides the customer portal and client records. DMSI Service Management adds the full service request system: numbered tickets, time logging against contracts, SLA tracking, staff assignment, and internal/customer-facing communication.
Request Numbering #
Every request is assigned a sequential identifier in the format:
SR-XXXX
The sequence starts at SR-1001 by default. The starting offset is configurable in Services > Settings > General. Numbers are never reused, even if a request is cancelled or deleted.
Request Lifecycle #
A service request progresses through the following stages:
- New – Request has been created but not yet reviewed
- Assigned – A staff member has been assigned
- In Progress – Work is actively being performed
- On Hold – Request is paused, waiting for information or a third party
- Completed – Work is done and the request is resolved
- Cancelled – Request was withdrawn or is no longer needed
Requests can move between statuses in any order by an authorized user. Each status change is recorded in the request’s activity timeline.