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
