Service Manager
This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.To view the help for the latest version of Service Manager, click here
Service Request State Transitions Reference
The administrator can create additional statuses to meet the business needs of your organization.
State |
Description |
Roles |
Active |
The initial state that the Service Desk Analyst opens the service request form from Service Manager to create a new service request on behalf of a customer. When a Service Desk Analyst opens and updates the service request created by a customer in the Self-Service Portal. |
SDA SDM |
Approval Rejected | The service request is rejected by the approver set up for the request offering. | |
Approved |
The service request is approved by the approver set up for the request offering. |
SDA SDM |
Canceled | The service request is terminated without completion. | |
Closed |
The service request is closed after a certain amount of time, or it is closed by the user after it has been fulfilled. |
SDA SDM |
Draft | The record is saved, but no workflow is initiated and no notifications are sent. Users in the Self-Service Portal set this with the Save for Later button. |
SDA SDM |
Fulfilled |
Updated by the Service Desk Analyst when the request has been met. |
SDA SDM |
Submitted |
The service request is created in the Self-Service Portal. |
SDA SDM |
Waiting for 3rd party |
The service request is on hold, pending some action from a vendor or another third party. |
SDA SDM |
Waiting for customer |
The service request is on hold, pending information or some action from the customer. |
SDA SDM |
Was this article useful?
The topic was:
Inaccurate
Incomplete
Not what I expected
Other
Copyright © 2018, Ivanti. All rights reserved.