This is a common question:
Question: Why isn't the Service Request (CR) changing status automatically to "In-Progress"?
Answer:
It likely has to do with your "Activities". In System Center Service Manager (SCSM), a Service Request -just like Changes and Incidents- utilizes Activities. If you only use one Activity (i.e. a review activity) the status of the SR wont update from "Pending" to "In Progress."
Solution:
When create a new Service Request (or Service Request Template), if you use Activities make sure to have:
1- an approval (Review Activity) activity,
2- a Manual Activity
If you have an SR that is stuck you might try this:
1- Add a manual activity then mark it as Completed. or
2- Use Powershell .
Until next time,
Be well
Hello Ethan,
ReplyDeleteI have a question concerning service requests. In my organization, we have service requests that require approvals and some that do not. They would like these requests to go through one request offering, which I have published. How will I configure the review activity to know which of the requests to pick (either approvals or non-approvals)?