Processing orders

Order & Booking Lifecycles 

Read this section to learn about statuses that Matrix42 orders and bookings go through as they progress through their lifecycles. 

1. ORDERED
   Once a service is ordered, a corresponding order and booking are created with statuses "Ordered", which starts the order and booking lifecycles.  
    
2. APPROVAL PENDING
   If a General Approval Workflow is defined in the Service Catalog Settings or at least one of the ordered Services has a Specific Approval Workflow defined on the General dialog page of the Service dialog, then the Approval process starts, and the status of the order and the booking is moved to "Approval Pending". 
   
   At this point of the order/booking lifecycle, the following actions are allowed:
   • Remind (if User is Order Recipient, and “Allow Users to Remind Decision Makers” is enabled in Service Catalog Settings).
   • Report an issue (if “Tickets and Service Requests” are enabled in Service Desk Settings).
   • Withdraw (If User is Order Recipient or Order Requestor, and “Allow Users to Withdraw Orders or Bookings” is enabled in Service Catalog Settings). The lifecycle of withdrawn orders/bookings ends with status "Withdrawn"; such orders/bookings will not be moved to the remaining Provisioned - Accepted - Fulfilled statuses in the lifecycle. 
   • Finish Approval (if User is Decision Maker). This action is available only to users that belong to the Service Delivery Management Role and only in Service Catalog.
     
     APPROVED
     If no Approval Workflows are defined, the order/booking is approved automatically, and its status is moved to “Approved”.  
     The status is also “Approved” if the Decision Maker has approved the order/booking. If the order consists of more than one booking, the order gets the Approved status only after all the bookings are approved, unless some of them are declined. 
     
     APPROVAL DECLINED
     If the Decision Maker has declined the order/booking, its status is set to “Declined”.  
     
3. PROVISIONING PENDING
   If the ordered service has a Provisioning Workflow defined, and the Approval process has finished successfully, then the Provisioning Process is started, and the order/booking status is moved to “Provisioning Pending”.
   
   
   PROVISIONED
   If a Provisioning Workflow is not defined, the order/booking status is automatically set to “Provisioned”. 
   
   PROVISIONED / PROVISIONING FAILED
   If a Provisioning Workflow is defined, then after its completion the order/booking status is set to “Provisioned” or “Provisioning Failed” based on the workflow result.
    
4. ACCEPTANCE PENDING
   The Acceptance phase starts after the order/booking is provisioned.
   
   At this point the following actions are allowed:
   • Rebook (Rebook Services to another Cost Center and/or User. Available only for role Cost Center Management)
   • Report an issue
   • Accept
     
     User can accept the order/booking and rate it or decline.
     
     ACCEPTED: If the user Accepts the order/booking, then the status of the order/booking is moved to  “Accepted”. If an order is not accepted within 14 days by the end user, it is automatically accepted and moved to the Fulfilled status. 
     
     ACCEPTANCE DENIED: If the User Declines the order/booking, then the status is moved to “Acceptance Denied”.
     
5. FULFILLED
   After the user acceptance, the status of the order is moved to “Fulfilled”, which completes the lifecycle of the order. 
   

The order in its entirety finishes the lifecycle (i.e. gets the Fulfilled status) if at least one booking that is part of this order is Provisioned and Accepted, while all the rest of the bookings may be declined or withdrawn.

Manual Approval and Provisioning 

As a rule, Matrix42 Service Catalog orders are approved and provisioned automatically via workflows. However, approval and provisioning can also be done manually. Manual provisioning may be needed in case of failed automatic provisioning for legacy workflows such as Provisioning - Install Software w. Empirum. 

Canceling Orders and Bookings 

If an order has the Pending or Approved status, you can cancel this order and its related bookings.

1. Go to the Matrix42 Service Catalog and click Orders in the navigation area. 
2. On the search page, locate the orders which you want to cancel, select them, and then click Cancel in the action pane. The wizard which appears displays summarized information with links to the selected order(s) and related booking(s), approval(s), and/or workflow(s) that will be canceled. The wizard may also show links to other configuration items, such as tasks or changes. These links depend on the workflow that was previously configured for the ordered service.
3. Click Cancel Orders.