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. Users can reopen the request within a period that the BMC Helix Digital Workplace Catalog administrator configures. They cannot reopen the request after the status changes to Closed.

Supported types of business requests 

Reopen is supported on the following types of requests:

• BMC Helix Digital Workplace Catalog requests
  This functionality is available for custom workflows that use predefined mappings. The request is reopened, but the fulfillment workflow is not reopened.

• BMC Service Request Management requests

To configure the reopen options

Log in to BMC Helix Digital Workplace Catalog as a catalog administrator.

1. Select Services > Services.
2. Double-click a service from the list.
3. Select Version Options.
4. To configure the Reopen Request options, click Edit.
   
   Reopen request for service requests created in BMC Helix Digital Workplace Catalog
   

5. From the Reopen Process drop-down, select one of the following:

   • Disabled—Disable the reopen option on this service. This is the default status for all services, and BMC Helix Digital Workplace Catalog administrators must select one of the above options to enable the reopen functionality for one service at a time.

   • 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 Helix Digital Workplace Catalog requests, and is not available for SRDs configured in BMC Service Request Management.

   • Reopen associated activities—Reopens activities associated with Work Orders, Incidents, Change Requests, and BMC Service Request Management Requests.

   • End users will see the option to reopen a request only if all the associated activities are completed, and will require to add a reason for reopening the request. You can view the reopen date and reason in the Overview and Comments tabs of the Service Requests report. For more information, see Reports and analysis of the enhanced service catalog.

6. 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 Helix Digital Workplace Catalog request can no longer be reopened.

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

4. In the Request Lifecycle pane, specify the number of minutes, hours, or days after which a completed request should be automatically closed.

   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

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