Ricki - The requester console status is mapped to the incident's Stage. Below are the mappings I had to determine on my own. Below is the Service Request Status and to the right of the = is the Incident Stage
N/A = Identification & Recording In Process = Investigation & Diagnosis Staged = Investigation & Diagnosis In Progress = Resolution & Recovery Completed = Incident Closure Closed = Closed Cancelled = Closed Regards, Greg Orndorff ________________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Haines, Ricki Sent: Tuesday, June 03, 2008 10:14 AM To: arslist@ARSLIST.ORG Subject: Requester Console vs. Incident Management Status ARS, IM, PM, MT 7.0.1, patch 4 SQL Server 2003 Enterprise x64 SP2 Hello, In order to decrease the number of calls to our Help Desk we're rolling out the Requester Console. One of the problems we're having is with the Status field. The Status in Requester has nothing to do with the real Status in IM. In the form RQC:ServiceRequestConsole there are two status fields, one of them hidden. Although not accurate, the Status in the hidden field more closely fits the actual Status. I'm wondering how much work flow is behind the Status field in Requester and should I match the values with ones in the Status field in IM. Has anyone dealt with this? Below is BMC's response to this issue. Thanks, Ricki Haines FROM BMC: In researching further the statuses for the Requester Console are: New Pending Staged In Progress Completed Rejected Canceled Closed The statuses for the Incident are: New Assigned In Progress Pending Resolved Closed Canceled This is as designed. I hope this resolves your issue. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
