How to Update the Stage or Status of a Service Request

How to Update the Stage or Status of a Service Request
In Momentum AMS, updating the Stage or Status of a Service Request keeps your team and pipelines up to date. The Stage is a customizable label you can create and modify at any time to reflect where the request is in its workflow (e.g., “Waiting for Insured,” “Submitted to Carrier”), while the Status tracks its overall progress (e.g., “In Progress,” “Completed”).

Unlike Task stages, Service Request stages are completely custom — they are not defined in agency settings and can be created by any user directly in the request itself.

Keeping these fields accurate ensures better visibility in the Service Requests Overview pipeline and helps prevent delays in processing.

Where to Update Stage and Status

You can update the Stage or Status in two main areas:

From the Service Requests Overview Pipeline
From Inside the Service Request Details

1️⃣ Update from Service Requests Overview

Go to Left Navigation → Pipelines → Service Requests Overview.
Locate the Service Request you want to update.
Click the Actions button to the left of the request.
Find the Stage field on the pipeline card and either:
- Type a new stage name to create it instantly
To change the Status, click on the request name to open its details view (or use inline edit if available) and use the dropdown to select:
- New
- In Progress
- Completed

2️⃣ Update from Service Request Details

Locate the insured using Dynamic Search or from the Insureds list.
Open the Activity History → Service Requests tab.
Click on the Service Request you want to update.
In the details panel:
- Use the Stage field to select or create a stage name.
- Use the Status dropdown to set the progress (e.g., Not Started, In Progress, Completed).
Click Save Changes.

Best Practices

Keep it current — update the stage each time you move the request forward.
Use clear labels — since stages are custom, choose names that make sense to everyone on your team.
Document your updates — when you change the stage, add a note with context so the next user knows what’s happening.
Audit regularly — filter by stage to spot stalled requests and follow up before they become overdue.

✅ Pro Tip: Since Service Request stages can be created by any user at any time, agree on a standard naming convention within your agency to prevent duplicates or confusion (e.g., “Submitted to Carrier” vs “Sent to Carrier”).