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Using CA Service Catalog for Administrators › Request Life Cycle

Request Life Cycle

Requests have a life cycle reflected in their status. The status of a request falls into one of the following several phases:

For the request and its services and service options to move through the request life cycle, its status must change.

The Not Submitted phase is controlled by the requesting user. A request is in the Not Submitted phase when it is still in the user's cart, if the user has saved his cart as an un-submitted request or if a submitted request has been rejected. The request does not leave the Not Submitted phase until the user submits the request or cart.

The Submitted phase is very brief and controlled by the system. Each service option in the request has a specified approval process. The submitted phase is used only until the approval process begins.

The Approval phase can be controlled by an approving user or the system, depending on the approval process for each service in the request. All services in the request must be approved (or not require approval) before the request enters the Fulfillment phase. If any services are rejected, the entire request is returned to the Not Submitted phase for the requesting user to manage.

The Fulfillment phase can be controlled by a fulfilling user or the system, depending on the fulfillment process for each service option in the request. The status of all service options in the request must be set to Fulfilled or Fulfillment Cancelled before the request enters the Completed phase.

The Completed phase can be controlled by an administrator or the system, depending on the type of service option elements requested. If CA Business Service Insight is integrated and if an Agreement service option element that depends on metering of a resource is included in the request, the status of the service option is changed to Pending Resource Assignment until a resource is assigned, then it is changed to Completed. For other types of service options elements, the status is set to Completed. After the status of a service option is set to Completed and if Accounting Component is installed, invoices include the service option.