...
Either the employee is looking for the next open task in his project or a task related from a customer request was assigned to him. In his task list he can set the status of the task is complete. At that moment the status of the related customer request is also set to complete and the customer is notified by the system. The employee is able to add notes to the customer request telling the customer how to use the change or other information. If a note is added the customer is also notified with an email containing the note.
In the projectmanager project manager, the administrator can see all open customer requests and follow up if they are really done.
...