Service request life cycle

Although service requests inherit characteristics from the SRD on which they are based, they go through various states to indicate their position in the life cycle. Approvals can be required for certain state transitions. A service request might also send notifications at certain points in its life cycle to alert users that a certain event has occurred.

Service requests go through many state transitions as they progress.

Service request life cycle

Notes

The In Review state is an internal, temporary status.
In BMC Remedy with Smart IT, the Initiated status is called Planning. For more information, see Submitting service requests using Smart IT.
There is no mapping between the status of a request generated on the Request Entry console and the statuses of fulfillment application requests that the request generates.

The following table defines all the possible state transitions of service requests from one state to another state. Notifications occur when state transitions or errors occur.

	"To"	State:
"From" State:	Draft	In Review	Waiting Approval	Pending	Initiated	In Progress	Completed	Rejected	Cancelled	Closed
Draft		Yes	No	No	No	No	No	No	Yes	No
Waiting Approval	No	No		Yes	Yes	No	No	Yes	Yes	No
Pending	No	No	Yes		Yes	No	No	No	Yes	No
Initiated	No	No	No	Yes		Yes	Yes	No	Yes	No
In Progress	No	No	No	Yes	No		Yes	No	Yes	No
Completed	No	No	No	Yes (See Note)	No	Yes (See Note)		No	No	Yes
Rejected	Yes	No	Yes	No	No	No	No		Yes	No
Cancelled	No	No	No	No	No	Yes	No	No		Yes
Closed	No	No	No	No	No	No	No	No	No

Note

Service requests can transition from Completed to Pending or In Progress if the fulfillment application is configured to allow this status transition.

Service request life cycle

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