Work order status transitions
The status of a work order indicates the current position of the record in its life cycle. You can configure the application to send out notifications during status transitions to alert users that certain events have occurred.
The following table describes the status transitions in the life cycle of work orders:
Status | Description |
|---|---|
Assigned | Initial status, or user saves a draft of the work order. |
Pending |
|
Waiting Approval | If work order approvals have been enabled, this status indicates that the work order has been submitted and is pending for approval. Work order approvals are not enabled by default. |
Planning | A work order is created, but no work has started. |
In Progress | The work order is being implemented. |
Completed | When the last task on a work order is closed, the work order's status is automatically set to Completed.
|
Rejected | If work order approvals have been enabled, this status indicates that the approver has rejected the work order. |
Cancelled | The service request associated with this work order iscancelled, or the work order is cancelled. |
Closed | The following descriptions can apply:
Users with one of the following permissions can modify a closed work order:
|
Custom status transitions
The Work Order Status Relationships (WOI:StatusRelationships) form contains one record for each possible status transition. You can customize the status transition rules by using this form as an SRM Administrator.
To prevent the transition from one status to another, you must set the status of the transition rule to Enabled. To allow the transition from one status to another, you must set the status of the transition rule to Offline.
Important
- The Work Order Status Relationships form is a fulfillment form. Therefore, the records are available only in English, and no localized versions are currently available.
- Several work order status values do not have status transitions configured as by default (for example, Completed, Closed, Rejected, or Cancelled).
Work order lifecycle examples
The following diagrams show examples of status transitions in the work order life cycle.
The Waiting Approval and Rejected statuses shown in the following examples are provided with the product, but no approval process is enabled out of the box. If necessary, you can create your own custom approval process and integrate it with the Work Order Management application.
The following example illustrates status transitions for the Assigned, Pending, and Waiting Approval states.
The following example illustrates status transitions for the Planning and In Progress states.
Excluded status transitions
The following table describes transitions that are excluded in the work order life cycle. That is, the work order cannot move from the status in the left-hand column to the corresponding status or statuses in the right-hand column.
Work order status | Excluded status transition(s) |
|---|---|
Assigned | Closed |
Pending |
|
Waiting Approval |
|
Planning |
|
In Progress |
|
Completed |
|
Rejected |
|
Cancelled |
|
Closed |
|
If a service request consists of a single work order, moving the work order from a status of Completed back to In Progress does not result in the status of the request also being reset to In Progress. Therefore when the work order's status progresses, errors result. For information about updating status reasons, see
Workflow change guidelines
in BMC Helix ITSM documentation.
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