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title: "Request Lifecycle"
canonical: "https://docs.rubiconwater.com/space/RSCUG/2007531689/Request%20Lifecycle"
format: markdown
---
As the request proceeds you will receive updates by email as work is done on the request and it changes status. You can add details to the request or respond to questions by email or you can use the Customer Support Center to track and manage your request. 

The workflow depends on the type of request.

> ℹ️ **Note**
> ℹ️ 
> ℹ️ At any stage, Rubicon staff may contact you to ask for more information. Or you can contact us by phone, email, or by adding a comment to the request.

# Requests other than Minor Work Orders and Software Upgrades

Typically, after you lodge an issue, a typical workflow would be:

- Rubicon Support staff assess the issue and assign staff to work on it.
- When the work is complete, Rubicon Support staff review the work and, if it is satisfactory, close the request.
- When the request is closed, you will be prompted to [approve the request](https://rubiconwater.atlassian.net/wiki/spaces/RSCUG/pages/2007531787), or you can ask for the request to be re-opened if you are unhappy with the result.

If you view a request in the Customer Support Center you may see any of the following statuses for these request types:

| **Status** | **Description** |
| --- | --- |
| Triage | The request has been received and we are deciding how to proceed with it. |
| Waiting for Support | The request is waiting to be dealt with by a support engineer. |
| Waiting for Customer | Rubicon Support are waiting for a response from you (for example, we may have asked you for more information). |
| In Progress | We are working on your request. |
| Escalated | The request is being reviewed or followed up at your request. |
| Resolved | We have finished work on the request and it has been reviewed by Rubicon staff. |
| Closed | The request is complete. You will be prompted to approve or decline the request at this stage. |
| Cancelled | The request has been cancelled at your request. |
| Restored | A short-term solution to your problem has been applied. (You may have done this yourself or we may have done it.) We continue to work on a full solution. |

# Minor Work Orders and Software Upgrades

The workflow for these requests is typically:

- Rubicon staff prepare an estimate of the cost of the project.
- If you decide to proceed the project is developed and reviewed by Rubicon.
- We then deploy the changes to UAT and, when you are satisfied with the results, to production.

These statuses are available for *Minor Work Orders *and *Software Upgrades*:

| **Status** | **Description** |
| --- | --- |
| Waiting for Support | The request has been received and is waiting to be processed, or the request is being reassessed before proceeding. |
| Estimation in Progress | Rubicon have received the request and are preparing an estimate of the cost. |
| Estimated | The project has been estimated and is waiting for your response. |
| Closed | If you reject the estimate, the project is closed. |
| Cancelled | This status is applied if you cancel the request. |
| Approved for Development | You have accepted the estimate and the work has been scheduled for development. |
| In Development | The work is currently in development. |
| Awaiting Approval | The development work is waiting for internal review and approval by Rubicon. |
| In UAT | Rubicon have installed the software on a UAT server for you to perform user acceptance testing. |
| In Production | You have tested and approved the work and it has been deployed to your production environment. |

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