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