About 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.
Status transitions
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 | The following descriptions can apply:
|
Waiting Approval | If work order approvals have been implemented, this status indicates that the work order has been submitted and is pending approval. Note: Work order approvals are not implemented out of the box. |
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. Notes:
|
Rejected | If work order approvals have been implemented, this status indicates that the approver has rejected the work order. Note: Work order approvals are not implemented out of the box. |
Cancelled | The service request associated with this work order was cancelled, or the work order was cancelled. |
Closed | The following descriptions can apply:
Note: You cannot modify a work order after it is closed. |
Custom status transitions
In the Work Order Status Relationships (WOI:StatusRelationships) form, there is one record for each possible status transition. This means that to customize status transition rules, you can edit the data in these records instead of creating new records. You must have SRM Administrator permissions to access this form.
To prevent the transition from one status to another, you must set the appropriate transition rule to Enabled. The transition rules are stored on the Work Order Status Relationships form. To allow the transition from one status to another, you must set the status of the transition rule to Offline.
Notes
- Although you can easily change the status transition rules for a work order, 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 shipped (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.
Note
The Waiting Approval and Rejected statuses shown in the following examples are provided with the product, but no approval process is implemented 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.
Work order life cycle — Assigned, Pending, and Waiting Approval states
The following example illustrates status transitions for the Planning and In Progress states.
Work order life cycle — 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.
Excluded status transitions
Work order status | Excluded status transition(s) |
---|---|
Assigned | Closed |
Pending |
|
Waiting Approval |
|
Planning |
|
In Progress |
|
Completed |
|
Rejected |
|
Cancelled |
|
Closed |
|
Note
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. When the work order's status progresses, errors result. For information about updating status reasons, see Customized BMC Remedy ITSM workflow.
Comments
Can someone please tell me why in the first table it states that Waiting Approval and Rejected are "Not applicable to Work Orders" but then goes on to include them in the Work Order life cycle?
Hi James,
Thanks for your comment. I think the documentation needs to be updated to say that the Waiting Approval and Rejected statuses are provided, and could be used as part of the work order life cycle. However, work order approval functionality is not available out-of-the-box, and would require some configuration or customization.
I will follow up on this issue and make changes to this topic as needed. Thanks again for pointing out the inconsistency.
Regards,
Cathy
Hi Team - a few observations and points for clarification form me:
1) The colours used in the "Work order life cycle — Assigned, Pending, and Waiting Approval states" seem to be the wrong way round in the legend.
2) Waiting Approval to Closed and Pending to Closed are not legitimate status transitions according to the Table, but are shown in the diagram. Which is correct?
3) In both diagrams mixed terminology is used. "In Process" and "In Progress". The status in the Toolset is "in Progress".
Can these be addressed, please.
Thanks, Chris, these are good points. I will address them as soon as possible.
Regards,
Cathy
Hi James and Chris,
The text and diagrams in this topic have been updated. Let me know if you have any additional comments.
Regards,
Cathy
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