This documentation supports the 9.1 version of Service Request Management.

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

Work order life cycle and statuses

The work order life cycle includes several statuses or states. When a work order enters a status, a status reason can be included. Status reasons are available for some work order statuses, but not all. The following table shows the available status reasons.

Work order statusStatus reason
Assigned
  • Initial Status
  • Awaiting Request Assignee
Pending
  • Client Hold
  • Client Additional Information Requested
  • Client Action Required
  • Support Contact Hold
  • Local Site Action Required
  • Purchase Order Approval
  • Supplier Delivery
  • Third Party Vendor Action Reqd
  • Infrastructure Change
Waiting ApprovalNot applicable
PlanningWork not started
In ProgressNot applicable
RejectedNot applicable
Cancelled
  • Cancelled by Requester
  • Cancelled by Support
Completed
  • Successful
  • Successful with Issues
Closed
  • Customer Close
  • System Close
  • System Close with Issues

Related topics

About work order status transitions

Service request status reasons

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