Relationship of service request status to fulfillment request status
This topic describes how the service request status relates to the status of a fulfillment request that is generated from the service request.
Note
In BMC Remedy with Smart IT, the Initiated status is called Planning. For more information, see Submitting service requests using Smart IT.
The following information is provided:
Service request and related fulfillment request status values
Service requests from BMC Service Request Management can generate fulfillment requests, such as incidents, change requests, and work orders. Although incidents, change requests, or work orders inherit characteristics from the service request on which they are based, they have life cycles of their own.
Service request and fulfillment request status values
Service request status | Incident status | Change request status | Work order status |
|---|---|---|---|
Draft | Not applicable | Not applicable | Not applicable |
Waiting Approval | Not applicable | Not applicable | Not applicable |
Rejected | Not applicable | Not applicable | Not applicable |
Initiated | New Assigned | Request for Authorization | Assigned |
Pending | Pending | Pending | Pending |
In Progress | In Progress |
|
|
Cancelled | Cancelled | Cancelled |
|
Completed Note: If multiple fulfillment requests are created from a service request, and one of the fulfillment requests is canceled, the status of the service request is set to Completed with a status reason of With Issues. |
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|
|
Closed | Not applicable | Not applicable | Not applicable |
Service request status when there are multiple fulfillment steps
A service request can include multiple fulfillment steps, some or all of which might be activated or bypassed, depending upon processes and conditions configured in the service request definition (SRD). Starting in version 8.1.02, the following rules apply:
Version 8.1.02: Service request status when there are multiple fulfillment steps
| Service request status | Status reason | Service request status occurs if... |
|---|---|---|
| Initiated | Not applicable | At least one fulfillment step is activated. The other fulfillment steps can be activated, bypassed, cancelled, or rejected. |
| Pending | Not applicable | At least one fulfillment step is pending. |
| In Progress | Not applicable | At least one fulfillment step is in progress. |
| Cancelled | Not applicable | All of the fulfillment steps are bypassed, cancelled, or rejected. |
| Rejected | Not applicable | The service request has been rejected by the approver(s). If a fulfillment step (for example, a change request) is rejected, the status of the service request is not set to Rejected. |
| Completed | Successful | All of the fulfillment steps are bypassed or resolved. |
| Completed | With Issues | At least one fulfillment step is resolved, and at least one fulfillment step is cancelled or rejected. The other fulfillment steps can be bypassed, resolved, cancelled, or rejected. |
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