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

Update Status Codes

You can edit an issue status that has already been created. Issue status codes indicate how close an issue is to being completed. The status code appears in the Status field on an issue. Once issues are assigned to status codes, you can categorize and locate them based on their condition.

To update an issue status

1. On the Administration tab, browse to Service Desk, Request/Incident/Problem, Status.

   The Status List appears.

2. Select the status to edit.

   The Status Detail page appears.

3. Click Edit.

   The Update Status page appears.

4. Edit the fields as appropriate.
5. (Optional) Use the controls available on the tabs at the bottom of the page to configure the following:

   Request/Incident/Problem Transitions

   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.

   Request/Incident/Problem Dependent Attribute Controls

   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.

6. Click Save.

   The Issue Status Detail page displays a successful save message.

7. Click Close Window.

The updated issue status appears in the Issue Status List when you redisplay the list.