Advancing a service request in its lifecycle

Summary of the service request lifecycle

The following diagram identifies the lifecycle of a service request and the endpoints used to advance the service request to each stage.


The service request lifecycle and the endpoints that advance to each stage
Note: As of this release, there are no system API endpoints to advance a service request to the Vendor Waiting stage.

Composite request limitations

For Quote Only, Quote and Service, and Service only service requests, you can create and submit a service request in a composite request. But you cannot advance a service request to any other stage in its life cycle (such as in progress, declined, or canceled).

For Unmanaged service requests, you can create, submit, invoice, and approve the service request in a single composite request. You can also mark service request invoices as paid in that same composite request.

The ServiceRequestOperationContext resource

The endpoints that advance a service request to the next stage in the lifecycle use a ServiceRequestOperationContext resource. This resource contains fields that map to the ServiceRequest entity in ClaimCenter. In most cases, when using a service request lifecycle endpoint, there is a single field you must specify, such as the reason field, which must be specified when declining or canceling a service request. Required fields are specified in the following sections.

If an insurer has extended the behavior of the service request workflow in ClaimCenter, the insurer may also need to extend the ServiceRequestOperationContext resource so that values can be provided by system APIs as needed. For more information on extended base configuration resources, see Configuring schemas.

Submitting, accepting, and declining service requests

Submitting service requests

Service requests that are Quote Only, Quote and Service, or Service Only must be submitted to a vendor. (Unmanaged service requests are automatically marked as submitted to the specified vendor.)

To indicate that a service request has been submitted to the vendor, use:

  • POST /claims/{claimId}/service-requests/{serviceRequestId}/submit

When submitting a service request, there is no additional required information. The response can have no body.

The following submits service request cc:9:

POST /claim/v1/claims/demo_sample:20/service-requests/cc:9/submit

<no request body>

When a Draft service request has been submitted, its Progress field is set to Requested.

Accepting service requests

Once a service requests that is Quote Only, Quote and Service, or Service Only is submitted to a vendor, it can be accepted by the vendor. This means the vendor has agreed to take on the service request. (Unmanaged service requests are automatically accepted by the specified vendor.)

To indicate a vendor has accepted a service request, use:

  • POST /claims/{claimId}/service-requests/{serviceRequestId}/accept

When accepting a submitted service request, you must specify an expectedCompletionDate.

The following accepts service request cc:9:

POST /claim/v1/claims/demo_sample:20/service-requests/cc:9/accept

{
  "data": {
    "attributes": {
      "expectedCompletionDate" : "2021-03-22"
    }
  }
}

When a Requested service request has been accepted, its Progress field is set to In Progress.

Declining service requests

After a service requests that is Quote Only, Quote and Service, or Service Only has been submitted to a vendor, it can be declined by the vendor. This means the vendor is not going to take on the service request.

To indicate a vendor has declined a service request, use:

  • POST /claims/{claimId}/service-requests/{serviceRequestId}/decline

When declining a submitted service request, you must specify a reason for the decline.

The following declines service request cc:9:

POST /claim/v1/claims/demo_sample:20/service-requests/cc:9/decline

{
  "data": {
    "attributes": {
        "reason" : "All mechanics are booked through the end of the month."
    }
  }
}

When a Requested service request has been declined, its Progress field is set to Declined.

Completing and canceling service requests

Completing service requests

Once a service requests has been accepted by the vendor, you can specify that the work is completed.

To indicate that work on a service request is complete, use:

  • POST /claims/{claimId}/service-requests/{serviceRequestId}/complete-work

When indicating work is completed on a service request, there is no additional required information. The response can have no body.

The following indicates the work is complete for service request cc:9:

POST /claim/v1/claims/demo_sample:20/service-requests/cc:9/work-complete

<no request body>

When an In Progress service request has been completed, its Progress field is set to Work Complete.

Canceling service requests (at the vendor's request)

Even after a service request has been accepted, it can be canceled by the vendor.

To indicate that work on a service request is canceled at the vendor's request, use:

  • POST /claims/{claimId}/service-requests/{serviceRequestId}/cancel

When canceling an accepted service request, you must specify a reason for the cancellation.

The following cancels service request cc:9 at the vendor's request:

POST /claim/v1/claims/demo_sample:20/service-requests/cc:9/cancel

{
  "data": {
    "attributes": {
      "reason" : "Vendor realized they cannot service this type of auto."
    }
  }
}

When an In Progress service request has been canceled by the vendor, its Progress field is set to Declined. This is the same state a service request is set to if the service request is initial declined rather than accepted.

Canceling service requests (at the insurer's request)

Even after a service request has been accepted, it can be canceled by the insurer.

To indicate that work on a service request is canceled at the insurer's request, use:

  • POST /claims/{claimId}/service-requests/{serviceRequestId}/internal-cancel

When canceling an accepted service request, you must specify a reason for the cancellation.

The following cancels service request cc:9 at the insurer's request:

POST /claim/v1/claims/demo_sample:20/service-requests/cc:9/internal-cancel

{
  "data": {
    "attributes": {
      "reason" : "Claimant has decided not to request service."
    }
  }
}

When an In Progress service request has been canceled by the insurer, its Progress field is set to Canceled.