As a service request moves through the service request workflow, it goes through a number of different statuses as a result of the actions performed on it. The following table details each service request status.
| SERVICE REQUEST STATUS | DESCRIPTION |
|---|---|
| Pending Approval | The service request has been created and submitted for approval. If the request requires multiple approvals, it will remain in this status until the final approval has been actioned. Once fully approved, it will move to a Successful status. |
| Successful | The service request has been fully approved and successfully sent to ANZ for processing. |
| In Processing | There has been a problem or delay sending this request to ANZ for processing. The request will be automatically resubmitted for every 15 minutes for up to two hours. If the service request cannot be sent during this time frame, the status will change to Unsuccessful. |
| Pending Cancel | The service request has moved to pending cancel as the request is currently 'in-flight' and being processed by ANZ. Once ANZ reviews the cancellation request and processes the cancellation, the request the status will change to cancelled. |
| Unsuccessful | The request was unable to be sent to ANZ for processing. Refer to View Service Requests, to view any errors or alerts associated with the request. |
| Awaiting Fulfillment | The service request has been successfully submitted to ANZ and is awaiting fulfillment. |
| Submitted | The service request has been successfully submitted to ANZ and is awaiting processing. |
| In Progress | The service request is being processed by ANZ. |
| More Information Required | Additional information is required by ANZ in order to complete the service request. Refer to View Service Requests, in the Comments and Supporting Documents section, to view the missing information required. The service request will remain in this status until the required missing information is submitted to ANZ. Once submitted, it will move to an Information Provided status. |
| Information Provided | The additional information provided for the service request has been successfully submitted to ANZ. |
| Cancelled | The service request has been cancelled by ANZ. Refer to View Service Requests, in the Comments and Supporting Documents section, to view the cancellation reason. Note the request can be cancelled by either ANZ or the customer. |
| Completed | The service request has been completed by ANZ. Refer to View Service Requests, in the Comments and Supporting Documents section, to view any comments associated with the completion of the request. |