Tell RequestOps what a status means

1. Open Settings, then Time, then Waiting time.
2. Open "Who each status waits on". For each status, choose Auto (from the name), Your team, Customer, Approver, Another team, Vendor or Not waiting.
3. Customer also lets RequestOps ask the customer again while the request is in that status.
4. Turn on "Cost of waiting" and set a cost per hour for each kind of wait. You can also set the cost of each extra question to the customer.
5. RequestOps uses the same rules on every page, in nudges and asks, and in Jira fields.

What you should see

The same status is interpreted consistently across waiting views and actions.

If something is not right

A request waits on a linked task instead. Inspect the request’s linked work and current waiting explanation. Status names are not the only evidence.