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This documentation supports the 20.02 version of BMC Digital Workplace Advanced.

To view the latest version, select the version from the Product Version menu.

Enabling users to reopen requests

A request that is fulfilled automatically reaches the completed status. End users can reopen a request if it has reached a Completed state but has not yet been Closed. The request can be reopened within a period configured by the  BMC Digital Workplace Catalog  administrator, and cannot be reopened after the status changes to closed.

Supported types of business requests 

Reopen is supported on the following types of requests:

  • BMC Digital Workplace Catalog  requests

    Note

    This functionality is available for custom workflows that use predefined mappings. While the request is reopened, the fulfillment workflow is not reopened.

  • BMC Remedy Service Request Management requests

To configure the reopen options

Log in to  BMC Digital Workplace Catalog  as a catalog administrator.

  1. Select Services > Services.
  2. Double-click a service from the list.
  3. Select Version Options.
  4. To configure the Reopen Request options, click Edit.

    (Version 20.02 and 20.02.01) Reopen request for Service Request Definitions (SRDs) configured in BMC Remedy Service Request Management

    (Version 20.02.02 and later) Reopen request for service requests created in BMC Digital Workplace Catalog
  5. From the Reopen Process drop-down, select one of the following:
    • External process—Use the Reopen Fulfillment Process associated with the workflow in BMC Service Request Management, which is configured to Create New Work Order for the request.
      This option is available only for SRDs configured in BMC Service Request Management, and is not available for  BMC Digital Workplace Catalog  requests.

    • Custom workflow—Select a custom workflow with steps that you would like to follow if the request is reopened. You must create a workflow before using this option.
      This option is only available for  BMC Digital Workplace Catalog  requests, and is not available for SRDs configured in BMC Service Request Management.

    • Disabled—Disable the reopen option on this service. This is the default status for all services, and  BMC Digital Workplace Catalog  administrators must select one of the above options to enable the reopen functionality for one service at a time.
  6. Click Save, and then Close.

To set the period during which a completed request can be reopened

You must define the time period after which a completed  BMC Digital Workplace Catalog  request can no longer be reopened.

Note

This setting does not apply to requests that are not created in  BMC Digital Workplace Catalog , and the period specified in the originating application is applied. For example, if an SRD is configured in BMC Service Request Management, the value configured in BMC Service Request Management will be used.

  1. Log in to  BMC Digital Workplace Catalog  as a catalog administrator.
  2. Select the  icon from the top right of the screen.
  3. Select the Request lifecycle option.

  4. In the Request Lifecycle pane, specify the number of minutes, hours, or days after which a completed request should be automatically closed.

    Info

    The default value is 15 days, which means your end users can reopen requests up to 15 days after the request is in a Completed state. If you do not want to allow your end users to reopen a request or configure the reopen settings for multiple requests before enabling this feature, set the value to 0.

To view the number of times a request was reopened

  1. Log in to  BMC Digital Workplace Catalog  as a catalog administrator.
  2. Select Reports > Service Requests.
  3. Double-click any service request to open the Request Details pane.
  4. Click View process to view the Requested and Reopen details for the request.
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Comments

  1. Jesus Diaz-ropero simon

    And what about an example of a custom workflow of how reopen an , for ex., INC?

    Jan 13, 2021 05:58
    1. Ravee Panjwani

      Thanks for your comment Jesus Diaz-ropero simon. We can plan on adding an example of how reopen works for custom workflows. In the meanwhile, please let us know if you had a specific query that can be addressed.

      Thanks,
      Ravee

      Jan 13, 2021 08:31
      1. Peter Lundqvist

        This would still be very helpful.

        Mar 29, 2022 02:39
        1. Meenal Kulkarni

          Hi Peter Lundqvist ,

          We are working on this request and will update the docs shortly.

          Thanks,

          Meenal

          Apr 01, 2022 05:03
        1. Meenal Kulkarni

          Hello Peter,

          There is no specially created custom workflow that is configured to reopen requests. It is any workflow that the Catalog administrator would map the service request to.

          If you choose to reopen with the Custom workflow option, you can select a workflow that handles the action of reopening the service. create a new reopened request using this custom workflow activities.

          If you choose to reopen with the Reopen with associated activities option, the request can be reopened only with the workflow activities already mapped to this service request. And it will create exactly the same service request.  

          Hope this helps. But if you have any specific use case that you are looking at, let us know.

          Thanks,

          Meenal

          Jul 10, 2022 11:45
    1. Eric Lesage

      Hi Jesus, Did you manage to make the reopening process working? Have you been able to get a Sample Custom Workflow for Case Reopening? Thanks , Eric.

      Mar 07, 2023 12:18
  2. Jan Sierens

    What does "reopen associated activities" do in version 20.02.02 and later? Does it reopen the associated tickets (WO,incident and change)?

    It seems to contradict with: "This functionality is available for custom workflows that use predefined mappings. While the request is reopened, the fulfillment workflow is not reopened."

    If the associated tickets are reopened, how is this handled by the associated workflow? To which state will the workflow be reset, is there any re-evaluation and will the Create Incident/Change steps be reactivated?

    Feb 05, 2021 10:35
    1. Ravee Panjwani

      Thanks for your comment, @Jan Sierens. And apologies for the delay in responding.

      You are right about the first action - reopen associated activities will reopen external activities for the request and does not use the workflow. Whereas, for custom workflows, you can create a new work order that handles the action of reopening.

      The purpose is to provide additional ways to handle the action of reopening.

      Thanks,
      Ravee

      Apr 15, 2021 06:17
  3. Michaela Burock

    Hello, is there a setting that would reopen the associated activities as assigned to the WO assignment group and not the assignee?

    Jul 17, 2023 03:24
    1. Al O'Connor

      There's no setting in Digital Workplace to reopen a request with assignment only at the group level. Most likely this would need to be customized from the Work Order side.

      Jul 26, 2023 01:22