Tracking Service Requests

You can view the current state and basic details of service requests and change requests in the Service Requests page. The possible request states are listed in the table below.

Possible Request States

Request State

Occurs when...

Pending Approval

  • A service request has just been made
  • A service request is awaiting one or more approvals

Approved

  • All approvals have been given

Approved - Scheduled

  • All approvals have been given
  • The request is scheduled in the maintenance window, or at a specific time

In Progress

  • Deployment (or fulfillment, in the case of change requests) is underway.
  • Note: As soon as deployment or fulfillment starts, storage is reserved on the target datastore(s) for vCenter and SCVMM services. Once deployment or fulfillment has succeeded (or failed), the storage reservation is released.

  • Any assigned completion workflows are running.

Deployed (Change Requests only)

  • When the VM or virtual service is ready to be released

Pending Completion (Change Requests only)

  • While a completion workflow is running

Completed

  • Deployment of all components is complete, and all component-level and service-level completion workflows have run.
  • Deployment of all components is complete, and no completion workflows are assigned

    At this point, VMs and virtual services are available for access through the Infrastructure or Applications view and to Service Portal users.

Rejected

  • An administrator or operator with sufficient privilege has rejected the request. Note that if you reject a request after one or more components are deployed, these components remain in their current state.

Failed

  • When deployment has failed or a workflow step has failed.
  • Note: If a completion workflow step fails, the list of service requests may not display the proper Failed status for that service request. Open the service request details to view the correct workflow status, or go to Tools > Workflow Status.

You can view further information for a request and the steps that comprise the request through the Request Details dialog. This dialog indicates the current state of a request. The request tree shown in the dialog provides details for each part of the request, with icons that help you see where your attention is needed.

Request Steps State Icons

Icon

State

What does it mean?

Waiting / In Progress

The step is waiting for something to occur, for example, an approval; or the step is in progress, for example, when deployment is in progress.

Error

An error occurred during the step, for example, a failed step in the approval workflow, or a failed automated deployment. See also Troubleshooting Automated Deployment.

Attention

The step requires action; for example, a VM is ready for deployment.

Click Deploy at the service level or at the component level of the request details tree to launch the deployment wizard.

Mouse over steps requiring attention to see more details.

Rejected

The service request has been rejected.

Completed

The step has completed (or, in the case of a parent node, all child steps have completed).

not-started-16x16

Not Started

The step hasn't started.

started-16x16

Started

The step is in progress.

For information on the states that service requests, change requests, services, and components can transition through, see the flow-chart diagrams in State Transitions for Requested Services and Components.

Access through:

Views > Service Requests

Available to:

All Access Rights Levels

To find out where a service request is in the approval workflow:

  1. On the Service Requests page, all service requests are listed.

    The State column displays the state of the request steps.

  2. To view details for a request, select it, and click Request Details.
  3. Select a tab for more specific information:
    • Details tab — highlights changes in the request form, as well as error and resolution messages.
    • Quota tab — displays quota information. This tab appears at the root node of the tree when the requester is an organization member and quota is configured for the organization.
    • Form tab — displays the original request form. This tab appears when you select a service or component in the tree.
    • Placement tab — displays details on how Commander selected a deployment destination (see Understanding placement decisions to learn more). This tab appears when you select a service in the tree.
    • Comments tab — displays more details on the events related to the request.
  4. Click OK.

Example: Tracking a service request through to completion

The following example tracks a service request through approval, deployment, release, and completion.

In this example, a New Hire Service that includes a VM component and a telephone (a custom component) is published. This service was assigned an approval workflow, two component-level completion workflows, and a service-level completion workflow. It's not set up for an automated deployment.

Request State: Pending Approval

After a user requests the service, the Request Details dialog will feature a clock icon to indicate that the approval workflow hasn't completed.

Request Details Tree 0

Request State: Approved

Once the request has been approved, a checkmark appears next to the approval workflow. The VM component is now ready for deployment, so green arrows indicate that some attention is required. At this point, you could deploy at either the Service level or the Component level of the tree. The clock next to the custom component indicates that it has moved directly to the completion workflow stage.

Request Details Tree

Once the custom component completion workflow has finished, checkmarks appear next to the custom component and its completion workflow:

Request Details Tree 2

When you click Deploy in the Details panel for the VM component the Deployment wizard will assist you with deploying the VMs. By default VMs are released, so the VM component moves to the completion workflow stage:

Request Details Tree 3

Note: If the option to Release services was not enabled through the Deployment wizard, you must click the Release button that's provided in the component's Details panel.

Once the VM component completion workflow has finished, the entire service moves to the completion workflow stage:

Request Details Tree 4

Request State: Completed

Once the service-level completion workflow has finished, the entire request moves to the Completed state:

Request Details Tree 5