Monitoring the status of a request can help you understand where your request is in the request life cycle. Status values appear for the entire request and for each service and service option in the request. To better understand statuses, review the numbers, names, and meanings of default status values.
The request status can be seen in the Status column of any request list, such as the My Recent Requests list, the Open Requests list, the Completed Requests list, the Pending Action list or the Request Search Results list. The request status can also be seen when viewing the details of a request.
To view the request status history, click the request status link. The Request Status History window appears. The Request Status History displays the request status, pending action status, the user ID of the user who set the status, and the date and time the status was set, shown in reverse chronological order.
Note: If an automated approval or fulfillment process set the status, the Updated By column displays Catalog System. If the request is pending an action by one or more users or groups, you can view the IDs of those users or groups for the most recent status in the list.
The Request Status History window contains the following main parts:
This summary appears in the top row under the Request Status column. This summary is an aggregate of the statuses of the services and service options in the request. If all service options in the request or service have the same status, the request or service status is that same status. A sample status summary is the following: Pending Fulfillment by spadmin/usr4/usr3/usr2. This sample summary indicates that the request is pending fulfillment by the four users named in the summary line.
This column records all individual status changes for request, for example, Pending Approval, Pending Fulfillment, and so forth.
A summary of request status appears in the top row under the Request Status column. This summary is an aggregate of the statuses of the services and service options in the request. If all service options in the request or service have the same status, the request or service status is that same status. A sample status summary is the following:
Pending Fulfillment by spadmin/usr4/usr3/usr2
This sample summary indicates that the request is pending fulfillment by the four users named in the summary line.
This column records all individual actions performed on each service and service option in the request at different stages of request cycle, for example: assigned to user33, taken by spadmin, returned by spadmin, delegated to user55, transferred to user66, approved by spadmin, and so forth.
This column also records status changes for the service option or service as different users perform actions on it, for example: pending approval, approved, and pending fulfillment.
The date and time of each status change or action is also displayed.
To view the status history for a service option, first display the details of a request, then click the status link for a service option to display the Request Item Status History window. The display is similar to that shown in the Request Status History window but you can view more detailed information for the service option.
|
Copyright © 2013 CA.
All rights reserved.
|
|