Steps to reproduce:

a) Create a SRD with Reopen Request as "Reopen Fulfillment Process" and which generates a work order or Incident
a) Submit a SR, either INC or WO gets generated at backend
b) Move the status of Work Order to Completed OR move the status of Incident to "Resolved"
c) Re-Open the work order or Incident under My Requests from Request Entry Console

Error:
Error "You do not have permission to move to the status of "In Progress". Enter a valid Status in the Status field. (ARERR 1291115)"

 

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

Identified as a Defects SW00500592/SW00501098 .

Please apply the attached hot-fix if on 9.0.01/9.1.00 (if on other versions, please see workaround below)

Workaround:

1) Open the form "SYS:Status Transition Rules" and search the record with the below parameters.

Reference Form : SRM:Request
WorkFlow Tag Name : SRM:Request
System Role :General Access
From Status : Completed
To Status : In Progress

2) Verify the "Valid Transitions" is checked to "Yes"