This documentation supports the 9.0 version of Service Request Management.

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

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

  • Planning in Progress
  • Request for Change
  • Scheduled For Review
  • Scheduled For Approval
  • Scheduled
  • Implementation In Progress
  • Planning
  • In Progress
  • Waiting Approval

Cancelled

Cancelled

Cancelled

  • Cancelled
  • Rejected

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.

  • Resolved
  • Closed
  • Completed
  • Closed
  • Completed
  • Closed

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). The following rules apply:

Service request status when there are multiple fulfillment steps

Service request statusStatus reasonService request status occurs if...
InitiatedNot applicableAt least one fulfillment step is activated. The other fulfillment steps can be activated, bypassed, cancelled, or rejected.
PendingNot applicableAt least one fulfillment step is pending.
In ProgressNot applicableAt least one fulfillment step is in progress.
CancelledNot applicable

All of the fulfillment steps are bypassed, cancelled, or rejected.

RejectedNot applicableThe 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.
CompletedSuccessfulAll of the fulfillment steps are bypassed or resolved.
CompletedWith IssuesAt 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.

Related topics

Service request status values

Creating requests from fulfillment applications

Was this page helpful? Yes No Submitting... Thank you

Comments