Service Requests

Service Requests track requests for healthcare services within CareLaunch. They serve as the foundation for managing referrals, service orders, and workflows that may require scheduling, payment, or both.

For a detailed breakdown of how statuses, payments, and appointments interact, see the Service Request Data Flows page.

Accessing Service Requests

Navigate to Service Requests from the main menu. This page is available to Platform Admins and Organization Admins.

Searching and Filtering

Use the search bar at the top to find service requests by patient name or service type. You can also filter by status using the dropdown.

Service Request Statuses

Each service request has a status that reflects where it is in its lifecycle:

Status	Meaning	When it applies
Draft	Created but not yet submitted	Initial state during registration or when a workflow is in progress (scheduling/payment pending)
Active	Open and awaiting fulfillment	All required workflow steps are complete — the request is ready for the care team
On Hold	Temporarily paused	Staff has placed the request on hold (e.g., awaiting additional information)
Completed	Service has been fulfilled	The requested service has been delivered
Revoked	Cancelled or withdrawn	Dismissed by the patient, cancelled by staff, or automatically expired
Entered in Error	Recorded by mistake	Used to flag requests that should not have been created

tip

A service request automatically transitions from Draft to Active when payment is completed. If the workflow expires or the patient dismisses it, the request is automatically revoked.

Payment Statuses

If a service request has payment required, a separate payment status is tracked alongside the service request status:

Payment Status	Meaning
Unpaid	Payment is required but has not been initiated
Pending	A Stripe checkout session is active and the patient is completing payment
Paid	Payment was successfully processed via Stripe
Expired	The Stripe checkout session expired before the patient completed payment
Failed	The payment attempt was declined or encountered an error
Refunded	A previously successful payment has been refunded
Not Required	The service request does not require payment

Service Request List

The main table displays:

• Patient — Name linked to the patient record
• Service Code — Type of service requested
• Status — Current state with color-coded indicator
• Payment Status — Current payment state (see table above)
• Priority — Urgency level (Routine, Urgent, ASAP, STAT) — hidden for routine requests
• Authored Date — When the request was created
• Last Updated — Most recent modification

Results are sorted newest first with 50 items per page.

Creating a Service Request

Service requests can be created in several ways:

1. Through the patient registration flow — When a patient registers and selects services that require scheduling or payment.
2. Through a portal workflow — When a registered patient submits a new request from the patient portal (e.g., appointment request, prescription refill).
3. From the Service Request list — Staff can create requests directly and link them to a patient.

Each service request can specify:

• Service type (code and description)
• Priority (routine, urgent, ASAP, STAT)
• Intent (proposal, plan, order, etc.)
• Patient instructions — Notes visible to the patient
• Workflow requirements — Whether the request requires scheduling, payment, or both

Viewing Details

Click any row to open the details dialog with two tabs:

Details Tab

• Service code and description
• Status and priority with inline editing
• Patient instructions and clinical notes
• Payment section — If payment is required, shows the current payment status and Stripe transaction references (Payment Intent ID, Charge ID, Session ID). An Add Payment button appears for unpaid requests to initiate a Stripe checkout session.

History Tab

• Versions — A timeline of changes showing what was modified, when, and by whom. Tracks status transitions, field updates, and note additions.
• Audit Log — Detailed entries recording all create, read, update, and delete operations with actor information.

Incomplete Workflows

Service requests with workflow requirements (scheduling and/or payment) that remain in Draft status appear as incomplete workflows. These are surfaced to patients in the portal so they can complete the required steps.

• Patients see a recovery card showing which steps are done (e.g., "Scheduled") and which remain (e.g., "Payment").
• Patients can Continue an incomplete workflow to pick up where they left off.
• Patients can Dismiss a workflow, which revokes the service request and cancels any linked appointments.
• Workflows have an expiration date. If a draft service request passes its expiration without being completed, it is automatically revoked.

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An expiration warning appears when a workflow is within 7 days of expiring, helping patients complete their requests in time.

Patient Portal View

Patients can view their own service requests in the patient portal. They can:

• See the status and details of their requests
• Complete pending payment for requests that require it
• Submit new service requests (if enabled for your organization)

In the portal, statuses are displayed with patient-friendly labels:

Internal Status	Portal Display
Active	Active
Revoked	Cancelled
Entered in Error	Needs Review
Unknown	Pending

Managing Service Requests

Editing

Click a service request row, then use the Edit button in the details dialog to modify the service code, intent, priority, or status.

Adding Notes

Use the Add Note button to append timestamped notes to a service request. Notes are visible in the details view and preserved in the version history.

Deleting

Admins can delete service requests using the Delete button in the details dialog. A confirmation prompt prevents accidental deletion.

Tips

• Use the status filter to focus on Active requests that need attention.
• Check Payment Status regularly for requests showing Failed, Expired, or Unpaid to avoid revenue leakage.
• Review the History tab when investigating issues — it provides a complete audit trail of every change.
• Expired draft workflows are automatically revoked, but reviewing them periodically can help identify drop-off points in your registration flow.
• If a patient's Stripe checkout session expires, they can re-initiate payment from the portal or staff can use the Add Payment button.