Tracking Service Requests

Access through:

Views Menu > Service Requests

Available to:

All Access Rights Levels

A service request moves through several states. The following illustration shows how a new service request moves through states in a full approval and completion workflow.

State Flowchart New Service Request

There is a separate state transition for change requests. Services and components also pass through state transitions. See State Transitions for Requests, Services and Components for more information.

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

  1. On the Service Requests page, all service requests are listed. Look at the State column to quickly see the state of the request. If an error has occurred, the Error icon is displayed in the State column.
  2. To view details for a request, select it, and click Request Details.
    • The request tree provides details for each part of the request, with icons that help you see where your attention is needed.

    Icons for Steps in the Request Details Dialog

    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 has not started.

    started-16x16

    Started

    The step is in progress.

    • The Details tab highlights changes in the request form, as well as error and resolution messages.
    • The Quota tab appears at the root node of the tree when the requester is an organization member and quota is configured for the organization.
    • The Form tab appears when you select a service or component in the tree, allowing you to view the original request form.
    • The Placement tab appears when you select a service in the tree and provides details on how Commander selected a deployment destination. See Understanding placement decisions to learn more.
    • The Comments tab displays more details on the events related to the request.
  3. Click OK.

What the service request states mean

This 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.
  • 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.
  • 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.

Tracking a service request through to completion: Example

Let's look at a specific service request and track it through approval, deployment, release and completion.

We have published a New Hire Service that includes a VM component and a telephone (a custom component). We have assigned an approval workflow, two component-level completion workflows, and a service-level completion workflow. We have not set up automated deployment.

Request State: Pending Approval

When a user requests the service, the Request Details dialog looks like this:

Request Details Tree 0

The clock indicates that we're waiting for the approval workflow to complete.

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 our 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

We clicked Deploy in the Details panel for the VM component and ran through the Deployment wizard. By default VMs are released, so the VM component moves to the completion workflow stage:

Request Details Tree 3

If the option to Release services was not enabled through the Deployment wizard, you must click the Release button that is 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