• IT service desk software
ServiceDesk PlusFeaturesAutomationOn-premises request life cycle management

What is RLC?

Any request in ServiceDesk Plus goes through various statuses such as Open, On hold, Waiting for an update, Resolved, and Closed. With RLC, you now can design the sequence of the statuses along with conditions and actions (transitions) required for every status change.

What is a Transition?

Transitions are "conditional actions" required to move on to the next status. We can execute these conditions before, during, or after a transition.

How to start using RLC?

RLC is available under

  • Admin > Helpdesk Customizer > Request Life Cycle

Associate Request life cycleMarker one
Service request status flowMarker two
Define request lifecycle transitionsMarker three
Request lifecycle configurationMarker four
Implement request life cycleMarker five
Online documentation

Admin guide

Read detailed step-by-step instructions to configure RLCs.

RLC video tutorial


Join our product experts as they take you on a detailed walk-through of RLC.

Putting RLC into practice

You can use RLC in your organization to:

Help technicians to navigate through RLCMarker one
Role based access restrictionMarker two
Request additional request informationMarker three
Automated email notificationsMarker four
Abort ticket processingMarker five
Invoke custom scripts in request lifecycle processMarker six

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