Space banner 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:


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
sr-status-request-approval.png

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.

 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*