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This documentation supports the 21.05 version of BMC Digital Workplace Advanced. 
To view an earlier version, select the version from the Product Version menu.

Setting the service request status

Catalog administrators can insert the Set Service Request Status element into fulfillment process workflows to update the status shown to a requesting user's activity timeline. Insert this element at various points inside a workflow to provide a running status of the user's request.

Input parameters of the Set Service Request Status element

The Set Service Request Status element receives the following parameters:


Element imageParameterRequiredExampleComment
Request IdRequiredSERVICE REQUEST IDCreate a variable to use as the service broker context, and expand to assign the Service Request Id parameter.
StatusRequired"COMPLETED"Insert one of the allowed values from the table of Accepted status enumeration values listed in the next section. Enclose the value in double quotes.
Sub StatusNot used Leave blank.
Status ReasonOptional"Custom message string"

The approver can enter the text to display for the status of this service request when the end user clicks the information (i) icon on the approval.


Tip

For information about the service broker context type parameter, see Adding a process context variable to a workflow.

Accepted status enumeration values

The following table shows the status enumeration values that you can use in workflows, as well as the status shown to the user.

Enumeration valueStatus value displayed in the activity timeline

NEW

Initiated*

ACTIVE

In Progress

COMPLETED

Closed

SUSPENDED

On Hold

FAILED

Fault

WAITING_FOR_APPROVAL

Waiting Approval

APPROVED

Approved

REJECTED

Rejected

UNKNOWN

No Response

CANCELLEDCancelled
CLOSEDClosed
PENDINGPending

* If the status is set to NEW (Initiated), the request will not appear in the user's timeline.


Setting the request status in a workflow

You can use the Set Service Request Status to inform the user of the progress of a process until the request is completed. The following example shows a workflow that sets the service request status before calling the request approval process, and then sets a custom message based on the result of the approval request.

When using multiple elements of the same type in a single workflow, each must be given a unique label. In this example, the Set Service Request Status elements are numbered to be unique.

Example where Set Service Request Status is embedded in a request approval workflow

Required licensing

SaaS subscribers who use BMC Helix ITSM or BMC Helix Virtual Agent Basic service are entitled to this feature.

Where to go from here

For instructions to build the workflow in the illustration, see Using Set Service Request Status in a workflow.

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