Defining Service Request Statuses

To set up service request statuses use the Service Request Status (WM_WR_STATUS) component.

This section provides an overview of service request statuses and discusses how to set up service request statuses.

Page Name	Definition Name	Usage
Service Request Status Setup Page	WM_STATUS	Defines service request status values specific for an organization and matches them with the Maintenance Management required system-defined internal statuses.

To manage the processing of a service request, PeopleSoft Maintenance Management provides a set of system-defined internal statuses that have specific requirements. In addition, PeopleSoft Maintenance Management provides predefined statuses in the delivered data that correspond to the internal statuses. Your organization can use these statuses as defined or use them as a basis for setting up your own status definitions based on your organization's business logic and processes. You must map these user-defined statuses to the system-defined internal statuses. For example, you can create statuses such as open-new, in progress-assigned, and open-awaiting information, and map each of them to the required system-defined internal status, open.

This table describes how the system-defined internal statuses for a service request work in the system:

Service Request System-Defined Internal Status	Description
Closed	This status occurs when a requester clicks the Close button in the service request, the agent selects Close from the status drop-down list box, or the service request Close (WM_CLOSE_WR) process changes the status from Complete to Closed based on the expiration of a specific number of days specified in the service request business unit.
Complete	This status occurs when the agent selects Complete in the status drop-down list box or a user completes the work order associated with the service request.
Canceled	This status occurs when the agent selects Cancel in the status drop-down list box or the associated work order is cancelled.
Open	This status occurs when you create a service request.
Work in Progress	This status occurs when the agent selects it from the status drop-down list box.
Work Order Created	This status occurs when an agent creates a work order from a service request.

This table lists the statuses that PeopleSoft Maintenance Management predefines for service requests in the sample data for users and describes how they are mapped to PeopleSoft Maintenance Management required system-defined internal statuses. You can use these sample data statuses as they are or modify them based on the needs of your organization:

PeopleSoft Maintenance Management Predefined Sample Data User Service Request Status	PeopleSoft Maintenance Management Required System-Defined Internal Status
Closed	Closed
Canceled	Canceled
Complete	Complete
In Progress — Assigned.	Work in Progress
In progress — Awaiting information	Work in Progress
New	Open
Work Order Created	Work Order Created

This table describes how a system-defined internal service request status affects the locking of the service request document:

System-Defined Internal Service Request Status	Is Service Request Document Locked?
Closed	Yes – All fields are read only.
Canceled	Yes – All fields are read only.
Complete	Yes – Service request is locked, but you can change the status back to an Open status to unlock the service request and make changes.
Open	No
Work In Progress	No
Work Order Created	Yes – Locks fields common to service request and work order.

Service Request Status Transitions

Service request status transitions are triggered by user interaction and automatic processing. An agent or administrator can change a status by selecting a status in the Status field on the service request. Automatic status transitions are triggered when a work order is created, completed or canceled. A requester can only close or reopen (change from complete back to open) a completed service request.

Note: The user-defined service request status values, which are used for the allowable status transitions, depend on how an organization sets up each service request status.

Setting up the service request statuses is required so that an agent or administrator can select allowable status transitions for each status. Users cannot select the WO Created status, because it is set by the PeopleSoft Maintenance Management program.

The following table describes the allowable internal status transitions for each service request status. It does not describe the allowable transitions as delivered in the sample data:

From Status/To Status	Open	Work in Progress	Complete	Canceled	Closed	WO Created
Open	Yes	Yes	Yes	Yes	No	No
Work in Progress	No	Yes	Yes	No	No	No
Complete	Yes	Yes	No	No	Yes	No
Closed	No	No	No	No	No	No
Canceled	No	No	No	No	No	No
WO Created	No	No	Yes	No	Yes	N/A

Use the Service Request Status Setup page (WM_STATUS) to defines service request status values specific for an organization and matches them with the Maintenance Management required system-defined internal statuses.

Navigation:

Set Up Financials/Supply Chain > Product Related > Maintenance Management > Setup > MM Service Request Status > Service Request Status Setup

Field or Control	Description
Status	Enter a status code when you add a new value that is recognizable to your end users. This value is matched with one of the required system-defined internal status values.
Status Type	Displays default value of Service Request.
Internal Status	Select the Internal Status to match with this user-defined status. Internal statuses for service requests include: Canceled. Closed. Complete. Open. Work in Progress. Work Order Created.
Initial Status	Select this check box if you want this value to be the initial status when a service request is created. You can only select one of the service request statuses at any given point in time.

Allowed Status Transitions

Field or Control	Description
Status	Lists allowable status transitions based on the internal status transition you select and the number of defined statuses you created. Note: The Allowed Status Transitions group box appears only if you create a status with an internal status value of Open, Work in Progress, Work Order Created, and Complete. It does not display if the internal status value is Canceled or Closed.
Use as default	Select one or more of the Use as Default check boxes to indicate the new status of the service request when a user clicks the Reopen or Close buttons on the Service Request. If two or more transition statuses have the same internal status, then you can only check one of them. Oracle recommends that you do not change the status setup as delivered, but if you do, make sure the transition grid for the Complete status contains at least one transition status for Work in Progress and one for Closed selecting the Use as Default check box on each. For example, the current status of a service request is Complete and you want to reopen the service request by changing the status back to Assigned. If you have multiple user defined assigned statuses, then you must identify which of these user defined assigned statuses is the default status that you want to display when you reopen a service request. This also applies when you close a service request.

Field or Control

Description

Status

Lists allowable status transitions based on the internal status transition you select and the number of defined statuses you created.

Note: The Allowed Status Transitions group box appears only if you create a status with an internal status value of Open, Work in Progress, Work Order Created, and Complete. It does not display if the internal status value is Canceled or Closed.

Use as default

Select one or more of the Use as Default check boxes to indicate the new status of the service request when a user clicks the Reopen or Close buttons on the Service Request. If two or more transition statuses have the same internal status, then you can only check one of them. Oracle recommends that you do not change the status setup as delivered, but if you do, make sure the transition grid for the Complete status contains at least one transition status for Work in Progress and one for Closed selecting the Use as Default check box on each.

For example, the current status of a service request is Complete and you want to reopen the service request by changing the status back to Assigned. If you have multiple user defined assigned statuses, then you must identify which of these user defined assigned statuses is the default status that you want to display when you reopen a service request. This also applies when you close a service request.

Defining Service Request Statuses

Page Used To Define Service Request Statuses

Understanding Service Request Statuses

Service Request Status Transitions

Service Request Status Setup Page

Allowed Status Transitions