Track work items Request Resolver is working on

Once Request Resolver is working on more than a handful of request types, your team needs one place to see what it's doing, especially in autonomous mode, where it assigns itself and starts immediately. When it pauses (because a step requires an unconnected tool or approval), it tags a team member and waits. Without a queue that surfaces those paused work items, they're easy to miss, and a missed pause means a requester waiting.

This article shows you how to use the Request Resolver status field to build queues that show everything Request Resolver is working on and everything it's waiting on, and how to use the same field in automation so paused work items reach the right person.

You need to be a space admin to create queues and automation rules.

How the Request Resolver status field works

Every work item of a request type on which Request Resolver is enabled has a field called Request Resolver status. You don't create it. It's added when you set an execution mode for the request type.

The field's value reflects what Request Resolver is doing on that work item. For example, "No plan", "Generating a plan", "Plan ready", "Execution running", "Waiting for customer", "Completed". It's read-only, and you can use it anywhere you'd use any other field: queue filters, JQL searches, dashboards, and automation rule conditions.

A work item that Request Resolver isn't involved in has this field empty.

Create a queue for everything Request Resolver is working on

1. In your service space, go to Queues.

2. Select Create queue and name it Request Resolver – active.

3. Set the filter to:

1. Add Request Resolver status as a column, next to Status and Assignee, so the team sees at a glance which work items are moving and which are waiting.

2. Save the queue.

This is the queue an agent glances at during the day. If everything in it says "In progress", nothing needs them.

Create a queue for paused work items

This is the queue that matters. A paused work item is one where Request Resolver needs a person.

1. Create a second queue named Request Resolver – needs attention.

2. Set the filter to:

1. Add Request Resolver status and Assignee as columns. Sorting by updated ascending puts the longest-waiting item at the top.

2. Save the queue, and pin it near the top of your queue list.

Tracking in supervised mode

In supervised mode, a team member reviews the plan and selects Assign Request Resolver, which adds Request Resolver to the Assignee field alongside them. The Request Resolver status field is set on these work items too, so the two queues above cover both modes. You don't need a separate supervised queue.

If you want to see plans waiting for review specifically, filter on the Request Resolver status value Plan ready. That shows all the plans generated before a team member assigns them to Request Resolver.

When a work item is paused

1. Open the work item from the needs attention queue.

2. Read the most recent comment from Request Resolver. It says exactly what it needs: a tool that isn't connected, an approval, or a confirmation before an irreversible step.

3. Do the step yourself, connect the tool, or record the approval on the work item.

4. Under Resolution plan on the right, select Resume plan. Request Resolver continues from the next step.

If you'd rather Request Resolver didn't continue, select Stop. The Request Resolver status field updates accordingly, and the work item stays with the human assignee.

Using the field for a quick view of results

You can also use the Request Resolver status field to create reports. For example, to see how many work items Request Resolver touched that were resolved in the last week: