Relationship of service request status to fulfillment request status

Service requests from BMC Service Request Management can generate fulfillment requests, such as incidents, change requests, and work orders. Although incidents, change requests, or work orders inherit characteristics from the service request on which they are based, they have life cycles of their own.

Important

In Remedy with Smart IT, the Initiated status is called Planning. For more information, seeSubmitting service requests using Smart IT in the Smart IT documentation.

Service-request-status-values

Creating-requests-from-fulfillment-applications

Service request status	Incident status	Change request status	Work order status
Draft	Not applicable	Not applicable	Not applicable
Waiting Approval	Not applicable	Not applicable	Not applicable
Rejected	Not applicable	Not applicable	Not applicable
Initiated/Planning	New Assigned	Request for Authorization	Assigned
Pending	Pending	Pending	Pending
In Progress	In Progress	Planning in Progress Request for Change Scheduled For Review Scheduled For Approval Scheduled Implementation In Progress	Planning In Progress Waiting Approval
Cancelled	Cancelled	Cancelled	Cancelled Rejected
Completed If multiple fulfillment requests are created from a service request, and one of the fulfillment requests is canceled, the status of the service request is set to Completed with a status reason of With Issues.	Resolved Closed	Completed Closed	Completed Closed
Closed	Not applicable	Not applicable	Not applicable

Service request status when there are multiple fulfillment steps

A service request can include multiple fulfillment steps, some or all of which might be activated or bypassed, depending upon processes and conditions configured in the service request definition (SRD). The following rules apply:

Service request status	Status reason	Service request status occurs if...
Initiated/Planning	Not applicable	At least one fulfillment step is activated. The other fulfillment steps can be activated, bypassed, cancelled, or rejected.
Pending	Not applicable	At least one fulfillment step is pending.
In Progress	Not applicable	At least one fulfillment step is in progress.
Cancelled	Not applicable	All of the fulfillment steps are bypassed, cancelled, or rejected.
Rejected	Not applicable	The service request has been rejected by the approver(s). If a fulfillment step (for example, a change request) is rejected, the status of the service request is not set to Rejected.
Completed	Successful	All of the fulfillment steps are bypassed or resolved.
Completed	With Issues	At least one fulfillment step is resolved, and at least one fulfillment step is cancelled or rejected. The other fulfillment steps can be bypassed, resolved, cancelled, or rejected.

Relationship of service request status to fulfillment request status

Service request status when there are multiple fulfillment steps

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