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:

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.

* 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.