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

Select Services > Services.
Double-click a service from the list.
Select Version Options.
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
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.
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.

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

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