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 notifications

When a work order moves to a new status (for example, Pending or In Progress), the application generates notifications. Based on their group or role, users might receive notifications during various work order lifecycle stages.

The Manager and Assignee groups are notified when they are assigned a work order, if no individual is assigned in the group. (In group notifications, there is a slight delay between the triggering state of the work order and the sending of notifications to group members.)

Note

When BMC Service Request Management is installed on top of BMC Remedy IT Service Management, notifications to end users from fulfillment applications (such as Incident Management, Change Management, and Work Order Management) are disabled. You should keep these notifications disabled, so that users do not receive multiple notifications during the fulfillment process. For example, end users should only get notifications from service requests that they submit, not from work orders generated on the back end. Notifications to the work order manager and assignee are sent as usual.

The following table lists the work order states that trigger notifications and the application roles they are sent to.

 Work order notifications by role

Current status

Work order assignee

Work order manager

Requested for (disabled by default)

Requested by (disabled by default)

Assigned

Yes

Yes

Yes

Yes

Pending

Not applicable

Not applicable

Yes

Yes

Waiting Approval

Not applicable

Not applicable

Yes

Yes

Planning

Not applicable

Not applicable

Note: A notification is sent when the work order is approved, which can be seen when the request goes to Initiated.

Note: A notification is sent when the work order is approved, which can be seen when the request goes to Initiated.

In Progress

Not applicable

Not applicable

Yes

Yes

Completed

Not applicable

Not applicable

Yes

Yes

Rejected

Not applicable

Not applicable

Yes

Yes

Cancelled

 YesYes

Yes

Yes

Closed

Not applicable

Not applicable

Not applicable

Not applicable

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