About work order status transitions
Status | Description |
|---|---|
Assigned | Initial status, or user saves a draft of the work order |
Pending | The following descriptions can apply:
|
Waiting Approval | If work order approvals have been implemented, this status indicates that the work order has been submitted and is pending for approval. Work order approvals are not implemented out of the box. |
Planning | A work order is created, but no work has started. |
In Progress | The work order is being implemented. |
Completed | When the last task on a work order is closed, the work order's status is automatically set to Completed. Important:
|
Rejected | If work order approvals have been implemented, this status indicates that the approver has rejected the work order. Work order approvals are not implemented out of the box. |
Cancelled | The service request associated with this work order was cancelled, or the work order was cancelled. |
Closed | The following descriptions can apply:
Users with one of the following permissions can modify a closed work order:
|
Custom status transitions
In the Work Order Status Relationships (WOI:StatusRelationships) form, there is one record for each possible status transition. This means that to customize status transition rules, you can edit the data in these records instead of creating new records. You must have SRM Administrator permissions to access this form.
To prevent the transition from one status to another, you must set the appropriate transition rule to Enabled. The transition rules are stored on the Work Order Status Relationships form. To allow the transition from one status to another, you must set the status of the transition rule to Offline.
Work order lifecycle examples
The following diagrams show examples of status transitions in the work order life cycle.
The Waiting Approval and Rejected statuses shown in the following examples are provided with the product, but no approval process is implemented out of the box. If necessary, you can create your own custom approval process and integrate it with the Work Order Management application.
The following example illustrates status transitions for the Assigned, Pending, and Waiting Approval states.
The following example illustrates status transitions for the Planning and In Progress states.
Excluded status transitions
The following table describes transitions that are excluded in the work order life cycle. That is, the work order cannot move from the status in the left-hand column to the corresponding status or statuses in the right-hand column.
Work order status | Excluded status transition(s) |
|---|---|
Assigned | Closed |
Pending |
|
Waiting Approval |
|
Planning |
|
In Progress |
|
Completed |
|
Rejected |
|
Cancelled |
|
Closed |
|
If a service request consists of a single work order, moving the work order from a status of Completed back to In Progress does not result in the status of the Request also being reset to In Progress. When the work order's status progresses, errors result. For information about updating status reasons, see Customized BMC Remedy ITSM workflow.