# Move a request through the pipeline

Move a request from stage to stage on its form or on the board of its desk, flag how the work is going, and know what each move sets off: e-mails, clocks and figures.

A request moves through the stages of its desk. On the **Front Desk** they are **Received**, **Working** and **Waiting** while the request is open, then **Resolved** when the work is done or **Dropped** when it is abandoned. Each desk has its own list of stages, set by an administrator ([Help Desk settings](helpdesk-settings#stages)).

## Before you start {#before-you-start}

- You need the **User** or the **Administrator** access right on **Help Desk**.
- Know what the stages of your desk mean. On the board, pointing at the heading of a column shows the description the administrator wrote for it.

## Move a request from its form {#form}

1. Open the request from **Help Desk/Requests/Every Request**.
2. Click its stage, at the top right of the form. The list holds the stages of its desk.

![The stage menu of the request lists the stages of its desk.](https://jaah.app/web/image/14497-da965902/helpdesk-move-a-request-through-the-pipeline-stage_menu-en.png)

On a phone, the stage button sits in the top bar, next to the record counter.

3. Choose the new stage, here **Working**. The chatter records the move and its time.

![The request now in Working; the chatter records the move.](https://jaah.app/web/image/14499-eefca42b/helpdesk-move-a-request-through-the-pipeline-stage_working-en.png)

## Move a request on the board {#board}

On **Help Desk/Command Center**, click **open requests** on the card of the desk, then drag the card of the request to another column. The folded columns on the right are the wrap-up stages: drop a card there to finish its request.

![The board of the desk, one column per stage; the request sits in Working.](https://jaah.app/web/image/14505-9baee781/helpdesk-move-a-request-through-the-pipeline-pipeline_board-en.png)

## Flag how the work is going {#progress-flag}

The circle at the top right of the form, and on each card, is the progress flag: **In Progress**, **Blocked** or **Ready**. Each stage may rename the three. The flag changes nothing else; it tells your colleagues that a request is stuck, or ready for the next step, and the bar in the heading of each column is coloured after the flags of its cards.

![The progress flag at the top right of the form, with its three labels.](https://jaah.app/web/image/14503-15d16123/helpdesk-move-a-request-through-the-pipeline-progress_flag-en.png)

On a phone, the circle sits at the top right of the form as well.

## What a move sets off {#what-happens}

- Reaching a stage that carries an arrival message e-mails the customer. On the **Front Desk**, **Received** acknowledges the request and **Resolved** announces that it is wrapped up.
- Reaching a wrap-up stage fills **Wrapped Up On** and takes the request out of the open lists. On a desk that collects feedback, the stage that carries the feedback template, **Resolved** on the **Front Desk**, also sends the satisfaction request, once per request.
- Every move restarts the stale count. A request turns **Stale** when it stays in a stage longer than the **Flag as Stale After (days)** of that stage: 2 days in **Received**, 5 in **Working** and 10 in **Waiting** on the **Front Desk**.
- The clocks of the service targets pause, resume or settle according to the stages each target names: [Set service targets](set-service-targets).
- When the customer answers by e-mail after the wrap-up, the request opens again in the stage it left.

## FAQ {#faq}

### The stage I want is not in the list. Why? {#stage-missing}

Stages belong to desks, and a stage that is not assigned to the desk of the request is not offered. An administrator assigns it in **Configuration** › **Pipeline Stages**.

### Can I move a request back? {#move-back}

Yes: choose an earlier stage. Leaving a wrap-up stage clears **Wrapped Up On** and the request counts as open again. The satisfaction request is not sent a second time.

### What is the difference between Resolved and Dropped? {#resolved-or-dropped}

Both wrap the request up. **Dropped** counts as dropped: the work was abandoned, so a request that lands there never counts as having kept its service targets.

### Why does a card show a red badge with a number of days? {#stale-badge}

The request has stayed in its stage longer than the stage allows. The badge gives the days spent there, and the request is counted under **Stale** on the Command Center until it moves.

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- Source: https://jaah.app/docs/helpdesk/move-a-request-through-the-pipeline
- Updated: 2026-10-28
- Version: Help Desk 19.0.1.1.0
- Verified: 2026-10-28