CA Service Management

Catalog allows us to build custom statuses.  We built custom statuses by adding to the requestshared.xml.  However, we have a custom "Closed" rather than "Completed" & would like the "Closed" status to appear in the end users' "Completed" queue rather than the "Open" queue which is where it is currently appearing.

Has anyone else added custom statuses to the XML & had them 'land' in the correct end users' queue, i.e. "Cart", "Open", "Completed", "Pending"?

Good Morning Rebecca.

Researching for this revealed the following to me.

From folder C:\Program Files\CA\Service Catalog\view\webapps\usm\locale\icusen\request
Checking on the file requestshared.xml "<st_2>Completed</st_2>".

There is only one (and fixed) status (2) reserved for the 'Completed' status of a CA Service Catalog(SC) request.
With which I mean to say there is no range-of-statusses for completed/closed/finished requests.

With that said, seeing this as an 'asis' situation for the current release of the SC product, I want to propose to open an Idea in this same community. According to the following more general syaing on this:

Currently, the functionality you are asking for needs to be implemented.
For situations like this, where a user asks for a change of behaviour of the current release of the product, I can propose to add an Idea in the Communities.

A new way to get your voice heard at CA is to suggest your idea for review through the Service Management Global User Community.
The CA Service Catalog Product Team is adopting the CA Community based Ideation solution, which is available to you through the CA Service Management Global User Community. 
  
The following steps will guide you to submit an Idea:
- Logon to the CA Service Management Global User Community.
https://communities.ca.com/web/ca-service-management-global-user-community/welcome
If you are not already a member of the community, we encourage you to join right away.
- Select "CA Service Catalog" from the "Products Covered" menu on the right side of the page. (you might need to scroll down a little).
- Click on the 'Ideas'(bulb-light) icon at the top to view the existing Ideas and see if your Idea has already been suggested.
  If it has, you can vote on it and add a comment.
- If you have a new idea, click on the "Create an Idea" link on the Actions menu at the left. 

Once your Idea is submitted(publish), all members of the Community can view, comment, provide suggestions, discuss alternatives and vote on ideas to define the highly popular features.
All ideas will be reviewed to see whether they can be implemented.

In short: Please open an Idea and let me know when done to 'vote' for it.

Thanks for your understanding and kind regards, Louis.

I will submit an idea because we need more discrete final statuses for reporting, especially since we use Service Desk Manager for our fulfillment, e.g. cancelled vs cancelled in SDM, rejected by approver vs rejected by other team like finance review.  So 'completed', to me, is only warranted if actually fulfilled. There are times when we cannot fulfill but must close out ticket for other reasons.