Is there a document that describes how the SR staus are applied in the system?

Gary_Phipps

I am trying to understand how they are applied as we SR with and without activities. I am trying to progress what additional child status we should apply for SR with no activities

Shane_White

Hi @Gary_Phipps

Absolutely so:

New - This is when an SR has just been created and the Workflow has not yet finishing processing it's creation

In Progress - When the SR has no activities this stage will only happen briefly as it is part of the workflows, the main purpose of this is to show that the SR is indeed underway but still has activities to be completed

Failed - Will either automatically be set if an Activity in the SR fails, or if the SR has no activities you can change the SR to completed but the implementation results to Failed.

On Hold - Will I guess the best way to explain is pause the SR and all of the underlying activities. This status will of course only be available if the SR has Activities.

Cancelled - This status is used when you Cancel an SR, so on the Portal this can be seen by the task 'Cancel Request'

Completed - This status is either once all the SR Activities have been completed and the workflow has completed the SR or the SR has been completed manually when it has no activities.

To my knowledge there is no documentation on this but hope this clears it up, let me know if you have any further questions.

Thanks,
Shane.

Shane_White

Hi @Gary_Phipps

Hope this clear it up, this is the workflow that is followed in both scenarios:

Without Activities:

Create SR > New Status > In Progress Status (Very briefly) > Submitted Status > Completed/Cancelled etc Status

With Activities:

Create SR > New Status > In Progress Status

Then it will Stay on the In Progress Status until all of the Activities related to that SR are completed, once the activities are completed the SR will automatically move from In Progress > Completed.

Unless any of the activities fail, in which case the SR will go to failed.

Let me know if this helps.
Shane.

Gary_Phipps

Hi Shane,

Thanks for the information above. However this does not fully cover what I was looking for. The list in SM for SR status has many entries - On Hold, Failed, Cancelled etc - how and when are these used? When are they selectable (if at all) from the right hand menu option to change status?

If there is a document that describes the workflow logic around the use of these status it would help us work out how we want to use and measure them, including what we might need to add to requests that have no activities.

Hope this makes it clearer,

Regards,

Gary

Shane_White

Hi @Gary_Phipps

Absolutely so:

New - This is when an SR has just been created and the Workflow has not yet finishing processing it's creation

In Progress - When the SR has no activities this stage will only happen briefly as it is part of the workflows, the main purpose of this is to show that the SR is indeed underway but still has activities to be completed

Failed - Will either automatically be set if an Activity in the SR fails, or if the SR has no activities you can change the SR to completed but the implementation results to Failed.

On Hold - Will I guess the best way to explain is pause the SR and all of the underlying activities. This status will of course only be available if the SR has Activities.

Cancelled - This status is used when you Cancel an SR, so on the Portal this can be seen by the task 'Cancel Request'

Completed - This status is either once all the SR Activities have been completed and the workflow has completed the SR or the SR has been completed manually when it has no activities.

To my knowledge there is no documentation on this but hope this clears it up, let me know if you have any further questions.

Thanks,
Shane.

Gary_Phipps

Many thanks Shane, much appreciated