Setting the service request status
Input parameters of the Set Service Request Status element
The Set Service Request Status element receives the following parameters:
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.
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.