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CA Service Management - 14.1
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Status Values

Last update April 10, 2019

On a viewed request, the name of the current status displays in the Status column or Status drop-down list. To display other available statuses, click the list. Optionally, change the request to a new status, such as Approved, Cancelled, or Fulfilled. To change the request, click its status.

The following table shows the number, name, and meaning of the default statuses of Service Accounting Component and CA Service Catalog. The number of a status does not appear in the drop-down list. However, the number is used in the requeststatus.xml file. This file contains specifications for all default statuses and any customized statuses. Optionally, create new statuses and customize the statuses in the drop-down list by editing the requeststatus.xml file.

Some text in this table refers to the two request fulfillment models: simple and complex. In certain situations, the request flow differs for each model. These differences, when applicable, are noted in the following table.

Number Name Meaning
2 Completed Catalog system-assigned status. When a request finishes with approval and fulfillment cycles, it reaches a Completed status. Once completed, the underlying request subscription reaches an active subscription status.
3 Pending Cancellation

This status applies when:

  • CA Service Catalog is installed.
  • Service is not subscribed.
  • The default Cancellation status under Accounting, Configuration is set to Pending Cancellation.

On cancellation, a request first attains the Pending Cancellation status. Then, after an invoice is run, it attains Cancelled status. If a request attains the complete state and is cancelled, then the request stays in pending cancellation state until the invoice is run.

4 Cancelled A request attains this status on cancellation. A request does not attain Cancelled status when the Service Accounting Component is installed and the default Cancellation status is Pending Cancellation. The default Cancellation status is set under Accounting, Configuration.
6 Pending Resource Assignment

This status applies only when:

  • CA Business Service Insight is integrated.
  • A request that includes a service option of type application or agreement reaches Fulfilled status.

Such a service option requires provisioning; therefore, the request is moved to Pending Resource Assignment status.

7 Resource Assigned This status applies only when a request is at Pending Resource Assignment status. Once the service option in such a request is provisioned, the request moves to Resource Assigned status.
100 Not Submitted This status is user-initiated. When creating a request, optionally, click Save as Request to save the request in Not Submitted status. This option is an alternative to submitting the request.
101 Not Submitted - Cart This status is Catalog system-assigned. This status is attained when a request item is added to the cart.
Note: This status appears only in reports, not on the GUI.
103 Not Submitted - Rejected This status is system-assigned. After a service in a request is rejected, the request eventually reaches a Not Submitted - Rejected status. The request is returned to the open queue of the requestor for review, modification, and resubmission.
104 Not Submitted - Approved This status is catalog system-assigned. When the same request contains both approved and rejected services, the approved services eventually reach a Not Submitted - Approved status. This status helps the user to differentiate between a previously rejected request items and approved request items. In this case, the entire request is in Not Submitted - Rejected status.
200 Submitted This status is user-initiated. A request reaches this status when a requestor submits the request. For each service in the request, the configured approval process type drives three scenarios:
  • For the Workflow driven approval process, a rule action is triggered to activate the approval process. This process determines the approver for the service and changes the status to Pending Approval.
  • For the System Approval process, the Catalog system determines the next action and status. This determination is based on:
    • The approval level that is assigned to the service.
    • The management hierarchy of the user for whom the service is requested.
  • For the No approval process, if the service is configured for fulfillment, then the status eventually changes to Pending Fulfillment. If the service is not configured for fulfillment, then the status eventually changes to Fulfilled. When all services in the request reach the Fulfilled status, the request reaches the Completed status.
201 Re-submitted This status is User-initiated. When a rejected request is submitted, it reaches a Re-submitted status. The eventual flow is similar to Submitted status.
400 Pending Approval This status is Catalog system-assigned. A request reaches this status when one or more services in a request require approval. For each service in the request, the configured approval process type drives two scenarios:
  • For the Workflow driven approval process, a rule action is triggered to activate the approval process. This process determines the approver for the service and changes the status to Pending Approval. By default, all Catalog Content services use the Workflow driven approval process.
  • For the System Approval process, the Catalog system determines the next action and status. This determination is based on:
    • The approval level that is assigned to the service.
    • The management hierarchy of the user for whom the service is requested.
600 Rejected This status is User-assigned. If a service in the request is configured for approval, a pending action is assigned to the approver. The approver can optionally either approve or reject each service in the request. The entire request is rejected when a service is rejected. Then, the request is returned to the queue of the requestor for review, modification, and resubmission.
800 Approved

This status is User-assigned. If a service in the request is configured for approval, a pending action is assigned to the approver. The approver can either approve or reject each service in the request.
When you approve a service, the status can either:

  • Attain Approval Done status
  • The status can get reassigned to Pending Approval status, when further approval is required.

When all services in the request have received all required approvals, the request reaches the Approval Done status.

801 Approval Not Needed This status is Catalog system-assigned. If a service in the request is configured for no approval, then the service reaches this status after the request is submitted. The service eventually reaches Approval Done status.
999 Approval Done

This status is Catalog system-assigned or workflow-assigned. When all required approvers approve a service in a request, that service attains Approval Done status. When all services in a request attain Approval Done status, the entire request is  approved. The request eventually reaches Approval Done status.

The next status after Approval Done is either Pending Fulfillment or Fulfilled.

  • Using Pending Fulfillment allows for more fulfillment business processes to be followed by using CA Process Automation processes.
  • If the request does not require fulfillment, then it reaches a state of Fulfilled.
1000 Pending Fulfillment This status is Catalog system-assigned or workflow-assigned. In a request containing multiple services, the services can belong to any or all of the following categories:
  • If a service in the request is configured for fulfillment, then a fulfillment process is triggered. This process determines the fulfiller for the service option and changes its status to Pending Fulfillment. Using Pending Fulfillment allows for more fulfillment business processes to be followed. If the request does not require fulfillment, then it reaches a state of Fulfilled.
    Once the service is configured for Pending Fulfillment, one of the following actions occurs:
    • If a service option in the request is configured for simple fulfillment, then a fulfillment process is triggered. The status is set to Pending Fulfillment.
    • If a service in the request is configured for complex fulfillment, then a fulfillment process is triggered. The status is set to Check Availability.
1001 Check Availability

This status is Workflow-assigned. This status applies when the Catalog system is configured for complex fulfillment.
If a service option in the request is configured for fulfillment and it belongs to a hardware or software category, then an associated rule action triggers a fulfillment process definition. The process definition typically assigns a pending action to an IT Services User (that is, a fulfiller). The fulfiller can:

  • Choose between Filled from Inventory and Not Filled from Inventory.
  • Bypass fulfillment completely by selecting Fulfillment Cancelled or Fulfilled.
1002 Filled From Inventory

This status is User-assigned. This status applies when the Catalog system is configured for complex fulfillment.
If an IT Services user is assigned a service option that is in Check Availability status, then the fulfiller can choose between Filled from Inventory and Not Filled from Inventory.
This status is set in one of the following ways:

  • If CA APM is integrated with CA Service Management, then this status is set when a CA APM user assigns an asset.
  • If CA APM is not integrated with CA Service Catalog, then the IT Services user:
    • Verifies that the requested items are available.
    • Sets manually the status to Filled from Inventory.
1003 Not Filled From Inventory This status is User-assigned. This status applies when the Catalog system is configured for complex fulfillment.
If an IT Services user is assigned a service option that is in Check Availability status, then the fulfiller can choose between Filled from Inventory and Not Filled from Inventory.
This status is set in one of the following ways:
  • If CA APM is integrated with CA Service Catalog, then this status is set when an asset is not available in CA APM.
  • If CA APM is not integrated with CA Service Catalog, then the IT Services user sets manually the status to Not Filled from Inventory when one or more requested items are not available.
    When the status of the service option is set to Not Filled From Inventory, then the status eventually reaches Pending Procurement. The requested hardware or software must then be ordered.
1004 Ordered This status is User-assigned. This service option status applies when the Catalog system is configured for complex fulfillment. Once the status is set to Pending Procurement, then the IT Services user sets its status to the actual status of the ordered item, such as Ordered.
1005 Backordered This status is User-assigned. This service option status applies when the Catalog system is configured for complex fulfillment. Once the status is set to Pending Procurement, then the IT Services user sets its status to the actual status of the ordered item, such as Backordered.
1006 Shipped This status is User-assigned. This service option status applies when the Catalog system is configured for complex fulfillment. Once the status is set to Pending Procurement, then the IT Services user sets its status to the actual status of the ordered item, such as Shipped.
1007 Received This status is User-assigned. This service option status applies when the Catalog system is configured for complex fulfillment. Once the status is set to Pending Procurement, then the IT Services user sets its status to the actual status of the ordered item, such as Received.
If the status of the service option is set to Received, then it eventually reaches a status of Check Availability for re-assignment. This re-assignment is performed by an IT Services user or by a CA APM user (if CA APM is integrated with CA Service Catalog).
1008 Order Cancelled This status is User-assigned. This service option status applies when the Catalog system is configured for complex fulfillment. Once the status is set to Pending Procurement, then the IT Services user sets its status to the actual status of the ordered item, such as Order Cancelled.
If the status of the service option is set to Order Cancelled, then it eventually reaches a status of Check Availability for re-assignment. This re-assignment is performed by an IT Services or user or by a CA APM user (if CA APM is integrated with CA Service Catalog).
1012 Pending Procurement This status is User-assigned. This status applies when the Catalog system is configured for complex fulfillment.
If the status of the service option is set to Not Filled From Inventory, then it eventually reaches a status of Pending Procurement. The requested hardware or software must then be ordered.
1013 CA SDM Change Order Opened

This status is Workflow-assigned. This status applies when the Catalog system is configured for complex fulfillment and a rule action for creating a CA Service Desk Manager change order is enabled.
A status change occurs when the following actions occur:

  • An IT Services user is assigned a service option in Check Availability status.
  • The IT Services user then sets the status of the service option to Filled from Inventory.
  • The CA Service Desk Manager is integrated with CA Service Catalog

The status is then set to CA SDM Change Order Opened and a Change Order is created in the CA Service Desk Manager.

1015 Notified IT Services

This status is Workflow-assigned. This status applies when the Catalog system is configured for complex fulfillment.

A status change occurs when the following conditions apply:

  • An IT Services user is assigned a service option in Check Availability status.
  • The IT Services user sets the status of the service option to Filled from Inventory.
  • The CA Service Desk Manager is not integrated with CA Service Catalog.

A process definition is triggered which assigns a pending action to an IT Services User and sets the status to Notified IT Services.

1016 Being Staged

This status is User-assigned. This service option status applies when the Catalog system is configured for complex fulfillment. Once the status is set to Notified IT Services, then the IT Services user sets its status to the actual status of the requested service option, such as Being Staged.

1017 Staged This status is User-assigned. This service option status applies when the Catalog system is configured for complex fulfillment. Once the status is set to Notified IT Services, then the IT Services user sets its status to the actual status of the requested service option, such as Staged.
1018 Being Configured This status is User-assigned. This service option status applies when the Catalog system is configured for complex fulfillment. Once the status is set to Notified IT Services, then the IT Services user sets its status to the actual status of the requested service option, such as Being Configured.
1019 Configured This status is User-assigned. This service option status applies when the Catalog system is configured for complex fulfillment. Once the status is set to Notified IT Services, then the IT Services user sets its status to the actual status of the requested service option, such as Configured.
1020 CA SDM Request Opened

This status is Workflow-assigned. This service option status applies when the Catalog system is configured for simple fulfillment and a rule action for creating a CA Service Desk Manager change order is enabled.

A status change occurs when the following conditions apply:

  • An IT Services user is assigned a service option in Pending Fulfillment status.
  • The CA Service Desk Manager is integrated with CA Service Management.

The status is then set to CA SDM Request Opened and a request is created in CA Service Desk Manager.

1999 Fulfillment Cancelled This status is User-assigned or Catalog system-assigned. This status applies when one of the following actions is true:
  • The IT Services user sets the status to Fulfillment Cancelled when the service option does not require fulfillment.
  • The Catalog system sets the status to Fulfillment Cancelled when a user cancels a request that has been approved but has not been fulfilled.
If all services are set to Fulfillment Cancelled, then the request eventually reaches Cancelled status.
If the request contains services with both Fulfilled and Fulfillment Cancelled status, then the request eventually reaches Completed status.
2000 Fulfilled This status is User-assigned. This status applies when one of the following actions is true:
  • The IT Services user sets the status of the service option to Fulfilled.
  • The CA Service Desk Manager is integrated and the process definition in CA Service Desk Manager sets the status to Fulfilled. This occurs when an associated change order is closed in the CA Service Desk Manager.

When all services are set to Fulfilled, the request eventually reaches Completed status.
If the request contains services with both Fulfilled and Fulfillment Cancelled status, then the request eventually reaches Completed status.

3000 Hold This status is User-assigned. This status applies when either an administrator or the Catalog system sets the status of the service option to Held. When an item is held, no status changes can occur to it until you change its status to Resume.
If a service option is held, then the monitoring of time is stopped for any request SLAs attached to the service option. This stoppage prevents related SLA warnings and SLA violations from being issued inordinately.
4000 Resume This status is User-assigned. This status applies when an administrator sets the status of a previously held service option to Resume. When resumed, service options that were formerly held move to a temporary Resume status before automatically moving back to their previous status before being put on Hold.
When you resume a previously held service or service option, the monitoring of time is resumed for any request SLAs attached to the service or service option.



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