This documentation supports the 9.1 version of Service Request Management.

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

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.

Related topic

Relationship of service request status to fulfillment request status

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Comments

  1. Veeral Oza

    Under which scenario can the SR status move to In Progress from Cancelled?

    Jan 04, 2017 03:36
    1. Anagha Deshpande

      Hello Veeral,

      I will discuss this with SME and will write back to you.

      Regards,

      Anagha 

      Jan 04, 2017 09:47