Administration › Service Desk › Requests/Incidents/Problems › Define Status › Request/Incident/Problem Status Fields

Request/Incident/Problem Status Fields

• Symbol -- Defines a unique identifier for the record. This identifier appears in the Status field on a ticket.
• Record Status -- Shows whether the database record is active or inactive.
• Code -- Defines the internal code for the status.
• Make Active -- If checked, specifies that an inactive change order, request, or issue is active when you assign this status to it.
• Stop Service Type Events and Targets -- If checked, specifies that service type events are delayed automatically when a ticket is changed to this status. For example, the Hold status that is predefined for requests, issues, and change orders has this option checked. When you change the status of a ticket to Hold, all service type events are stopped.
• Make Resolved -- If checked, causes the request, change order, or issue to have the Resolve Date/Time automatically set when it is changed to this status.
• Description -- Gives a detailed description of the record.
• Status valid for -- Defines what ticket types the record is valid for. The default is checked for all ticket types (Requests, Incidents, and Problems).

Note: If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.