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Update Request status via workflow


aw2215
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Afternoon,

Is there a way to automatically update the status of a request using workflow?

Example

When we log Change requests they are assigned to users straight away and have the status of 'Open' These Changes are pending CAB approval. When CAB do approve these requests can the workflow automatically update the status to 'Approved' so users know from their call queue they can action?

 

Many thanks

Andy

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You will need to add a node into the BPM of Update Request Details > Status where you want the status change to occur. 

So in our instance all tickets logged are set to 'New' until assigned then they are set to 'Open' this is done in the BPM the way mentioned above. 

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@aw2215 just to add to what Dan has said above, you can configure global sub statuses for change or other request types, and or configure them on a service by service basis, so you can then change both the OOTB statuses (New, Open etc) as well as your custom sub statuses:

More info on the wiki - Global

https://wiki.hornbill.com/index.php/Global_Request_Sub-statuses

Service Specific: 

https://wiki.hornbill.com/index.php/Request_Sub-statuses

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Once you have these set up, you can use the business process option Dan mentions to change them after CAB approval.

Sub Status can then be displayed on the request list:

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There are other options such as using the business process option to mark requests as approved, and the change calendar which shows the status of changes which have been scheduled, but i suspect the above will give you what you need.

https://wiki.hornbill.com/index.php/Change_Calendar

https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow

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Hope that helps 

Steve

 

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Thank you both for your responses.

Dan, the explanation you provided is what I was trying to achieve, however when I added an automated task and tried to update the status as you describe nothing happened. Do you need 'Get request info' task before hand?

 

Many thanks

Andy

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