This documentation supports the 9.1 version of Service Request Management.

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

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:

  • The work order assignee or Request Manager needs additional information.
  • Indicates whether an error occurred for some reason, for example, inaccurate data. Service request is created with an error. No work order is created.

Waiting Approval

If work order approvals have been implemented, this status indicates that the work order has been submitted and is pending for 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:

  • If the statuses for all the tasks are set to Closed with a reason as Successful, the work order is Completed with a reason as Successful.
  • If the status of one of the tasks is not set to Closed with a reason as Successful, the work order status is set to Completed with a reason as Successful with Issues.

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:

  • Closed without any issues
  • Closed but with some issues
  • Closed by the system after the service request was retained in Completed status for 15 days

Note

Users with one of the following permissions can modify a closed work order:

  • Work Order Submitter
  • Work Order User
  • Work Order Master

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

  • Assigned
  • Closed

Waiting Approval

  • Assigned
  • Closed

Planning

  • Assigned
  • Waiting Approval
  • Closed

In Progress

  • Assigned
  • Waiting Approval
  • Planning
  • Closed

Completed

  • Assigned
  • Pending
  • Waiting Approval
  • Planning
  • In Progress
  • Rejected
  • Cancelled

Rejected

  • Assigned
  • Pending
  • Waiting Approval
  • Planning
  • In Progress
  • Completed
  • Cancelled
  • Closed

Cancelled

  • Assigned
  • Pending
  • Waiting Approval
  • Planning
  • In Progress
  • Completed
  • Rejected
  • Closed

Closed

  • Assigned
  • Pending
  • Waiting Approval
  • Planning
  • In Progress
  • Completed
  • Rejected
  • Cancelled

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 .

Related topics

Work order life cycle and statuses

Service request life cycle

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

Comments