Service Requests
The Service Request screens manage individual tasks, support tickets, and deliverables within the service delivery workflow. A service request (SR) always belongs to an organization and an entitlement, and is optionally linked to a parent service. Service requests track assignment, hours, SLA deadlines, and resolution status.
Service requests can be created by admins in the backoffice or by customers through the MIDDAG App portal.
List view
Open MIDDAG Account > Service Requests to see all service requests.
Columns
| Column | What it shows |
|---|---|
| SR Number | Unique identifier (e.g., SR-2026040015). Clickable -- opens detail. |
| Title | Brief description of the request |
| Organization | The customer organization (clickable) |
| Entitlement | The linked entitlement code (clickable) |
| Priority | Low, Normal, High, or Urgent with color indicator |
| Status | Open (yellow), In Progress (blue), Waiting (blue), Resolved (green), Closed (green), or Cancelled (red) |
| Assigned To | The team member responsible |
| Due Date | SLA deadline. Overdue requests highlight this column in red. |
| Hours | Estimated vs. actual hours (e.g., "4.0 / 3.5") |
Filters and search
- Search -- type an SR number, title, organization name, or assignee name
- Status -- filter by Open, In Progress, Waiting, Resolved, Closed, Cancelled, or All
- Priority -- filter by Low, Normal, High, Urgent, or All
- Assigned To -- filter by a specific team member
- Organization -- filter to a specific organization
- Service -- filter to a specific parent service
- Overdue -- toggle to show only overdue requests
SLA indicators
Each row in the list shows an SLA indicator next to the due date:
- Green -- on track, due date is in the future with margin
- Yellow -- approaching deadline (within 24 hours)
- Red -- overdue (past the due date and not yet resolved)
- Gray -- no SLA (due date not set)
Detail view
Click any SR number to open the detail view.
Header
The header shows:
- SR number with a priority badge and a status badge
- Title
- Action buttons: Edit, Assign, Start, Wait, Resolve, Close, Cancel (available actions depend on current status)
Request details
| Field | Description |
|---|---|
| SR Number | Unique identifier |
| Title | Brief description |
| Description | Full description of the request with any relevant context |
| Organization | Customer name (clickable) |
| Entitlement | Linked entitlement code (clickable) |
| Service | Parent service (clickable, if linked) |
| Priority | Low, Normal, High, or Urgent |
| Status | Current lifecycle status |
| Assigned To | Team member responsible for this request |
| Requested By | The person who submitted the request |
| Due Date | SLA deadline |
| Estimated Hours | Estimated effort |
| Actual Hours | Hours actually spent |
| Completed At | When the request was resolved |
SLA countdown
When a due date is set, a prominent countdown timer shows time remaining or time overdue. The countdown changes color as the deadline approaches:
- More than 24 hours remaining: neutral display
- Less than 24 hours: yellow warning
- Overdue: red with elapsed overage time
Timeline
A chronological activity feed showing every event in the request's life: creation, assignment changes, status transitions, comments by admins, comments by the customer (via portal), and hour logs. Each entry shows the actor, timestamp, and description.
Notes
Two separate note sections:
- Internal Notes -- visible only to admins. Use for internal coordination and technical details.
- Client Notes -- visible to the customer in the MIDDAG App portal.
Creating a new service request
Click + Create from the Service Requests list. The form asks for:
- Organization (select from existing organizations)
- Entitlement (select from the organization's active entitlements)
- Service (optional -- select a parent service if this SR is a deliverable)
- Title
- Description
- Priority (defaults to Normal)
- Assigned To (select a team member)
- Due Date (optional)
- Estimated Hours (optional)
- Client Notes (optional -- visible to the customer)
After saving, the service request starts in Open status.
Actions
| Action | Available when | What it does |
|---|---|---|
| Edit | Any non-terminal | Update details, assignment, hours, or due date |
| Assign | Open | Assign or reassign to a team member |
| Start | Open | Begin work and transition to In Progress |
| Wait | In Progress | Pause work pending customer input (Waiting) |
| Resume | Waiting | Resume work after receiving input (back to In Progress) |
| Resolve | In Progress | Mark the work as done (Resolved) |
| Close | Resolved | Finalize the request (terminal state) |
| Reopen | Resolved | Reopen if the resolution was insufficient (back to In Progress) |
| Cancel | Any non-terminal | Cancel the request with a required reason note |
Related pages
- Services -- the parent service containing this deliverable
- Entitlements -- the entitlement that governs this request
- Environments -- the infrastructure the request may involve
- Organizations -- the customer who submitted or benefits from the request
- Dashboard -- open and overdue service requests appear in the action items
- How Concepts Connect -- the full relationship diagram