As a system administrator, you can modify the predefined status codes or status codes you have created. Request/incident/problem status codes indicate how close a ticket is to being resolved. Status codes let you carefully track the progress of tickets, categorize and locate tickets based on their condition.
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.
To update a request/incident/problem status
The Request/Incident/Problem Status List appears.
The Request/Incident/Problem Status Detail page appears.
The Update Request/Incident/Problem Status page appears.
Controls how users select available statuses on the ticket form. With transition controls, you can control how a ticket transitions through different statuses by limiting the status list. You can use predefined transitions, modify the transitions, or create transitions.
Controls how attributes are designated as required (must supply) or locked (cannot update) depending on ticket status. With dependent attribute controls, you can determine which fields are shown, or required for the status. You can use predefined attributes, modify the attributes, or create dependent attributes.
The Request/Incident/Problem Status page appears.
The modified request/incident/problem status appears in the Request/Incident/Problem Status List when you redisplay the list.
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