This documentation applies to the 8.1 version of Service Request Management, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

Request status

On the Business Manager Console, you can view a list of requests by their status.

From the Status list on the Business Manager Console, select one of the following statuses by which to view requests:

Request status



The request has been created but has not been submitted yet.

In Review

The request has been submitted and is being reviewed.


Work on the request has been temporarily suspended. You must specify a status reason (Approval or More Information) when the status is Pending.

Waiting Approval

The request has been submitted and is pending approval. A request goes into Initiated status when all of the approvers have approved it. After the request is approved, its status changes to In Progress.


Includes planning the work approved for implementation, targeting dates, and estimating costs. If the request is divided into several tasks, the work order master can create and schedule these tasks.

In Progress

Fulfillment providers work on the requests. They log their progress as they implement the request and perform any tasks included in it. When a task is completed, the task implementer for the task with the next number in the sequence is notified of the task assignment.


The request is updated to Completed when it is closed in the fulfillment application. Users can update a completed request, which creates a work order.


The approver rejects the request (for example, a manager decides that it is more cost-effective to buy a new computer than to replace the hard drive).


The request is cancelled (for example, because the user remembers the password).


The request is closed when a requester completes the survey (if surveys are enabled), or automatically closes after 15 days.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.


  1. Uday Joshi

    The status transition "The request is closed when a requester completes the survey (if surveys are enabled)" gives an error as for General Access role transition to close is not allowed as per setting in SYS:Status TransitionLookup.

    This is definitely an error.

    Jan 16, 2014 06:11
  2. Catherine Siderine

    Hi Uday,

    Thank you for your comment. The BMC Customer Support team can help you with this issue. To contact Customer Support, click here.



    Jan 17, 2014 03:21