Administration › Service Desk › Requests/Incidents/Problems › Define Status

Define Status

Request/incident/problem status codes indicate how close a ticket is to resolution. Status codes allow you to track the progress of tickets, and categorize and locate tickets based on their condition. As a system administrator, you can use predefined status codes, modify the predefined status codes, or create new status codes.

You can mark any request/incident/problem status as active or inactive. When you mark a status code as inactive, it is no longer available for analysts to use, but it remains available in the database for future use. If you decide to use the request/incident/problem status in the future, you can go back and mark it as active.

Note: If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.

To define a request/incident/problem status

1. On the Administration Tab, select Service Desk, Requests/Incidents/Problems, Status.

   The Request/Incident/Problem Status List page appears.

2. Click Create New.

   The Create New Request/Incident/Problem Status page appears.

3. Complete the fields as appropriate.
4. Click Save.

   The Request/Incident/Problem Status Detail page appears.

5. Click Close Window.

   The new request/incident/problem status appears in the Request/Incident/Problem Status List when you redisplay the list.

More information:

Request/Incident/Problem Status Fields

Update Status Codes

Search for a Request/Incident/Problem Status

Update a Request/Incident/Problem Status

Define Status Transitions

Define Transition Types