Status types for change management approval jobs

When you submit a job that requires BMC Remedy ITSM approval, the job is blocked until approval notification is received from BMC Remedy ITSM. The job displays a status of Waiting for Approval in the Tasks in Progress view until the approval notification is received. When the approval is received, the job is executed automatically (for Execute now) or at the scheduled time (for scheduled jobs).

When you display job results for such a job, an approved schedule is shown with the yellow Completed with Warnings icon. Failed schedules are displayed with the red Completed with Errors icon. The following table lists the status types that apply to jobs configured for BMC Remedy ITSM approval.The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.
 

Possible reasons for the red failure icon for jobs submitted for BMC Remedy ITSM approval are:

  • The schedule has been rejected by BMC Remedy ITSM.
  • The job failed to create the BMC Remedy ITSM change ticket when the schedule was created and saved.
  • The job was canceled while in Waiting for approval state.

After the job execution is complete, the BMC Remedy ITSM change ticket is closed and the ticket workinfo note is updated with the TrueSight Server Automation job completion status (success, failed, cancelled or aborted).

Note

If the change request in BMC Remedy ITSM is rejected or canceled, then the corresponding TrueSight Server Automation job schedule remains in the Waiting for approval state (shown in the Tasks in Progress view). The change request may be re-opened and moved into pre-approved state later. If the change request remains in a Rejected or Canceled state after the job schedule expires, the job does not execute and the change request is closed. When a job that requires approval in Waiting for Approval status is canceled (for example, the job is canceled due to time-out), the BMC Remedy ITSM change request is automatically closed.

Example

An operator in the IT operations organization is using TrueSight Server Automation to implement changes on the data center servers. The operator selects the Execute Now option for a job and specifies that the change should be approved in BMC Remedy ITSM by selecting an appropriate change request type. After completing the job definition in the job wizard, the job execution is blocked and displays Waiting for approval status in the Tasks in Progress view. As soon as the change request in BMC Remedy ITSM has been approved and TrueSight Server Automation has been notified, the job is executed.

 

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