Layton ServiceDesk - Settings - Libraries - Request Statuses

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The Request Status identifies the stage or status of a Request. The normal stages are Open or Closed; however, you can add custom statuses such as Suspended, On Hold, etc.

Lsd lib req status 01.png

Status State

While the names can be custom and any number can be configured, Statuses refer to three underlying states, referred to as On Status in settings:


A Status that is in progress. Open is a Continue Status. The clock is running.


A Status that is not closed but the clock has been stopped. Time elapsed within a Suspend Status will not affect an SLA.


A Status that indicates that a Request has been completed. The clock is stopped.


New Request Status

To add a new Request Status, click the Add button Lsd btn plus.png. The Properties dialog will open:

Lsd req status02.png



A unique Request Status name.

On Status

Set the type of Status State.

Allow End User

Determines whether an End User can see the Status in the Change Status menu on the Change Status page.

Force Status Color

Applies the Status Color to the Request in List View.

Status Color

Choose a color for this status.

Click the Save button Save.png to save the Request Status configuration.

Automatic Closure Option

This feature can be used to close a Request after a time period elapses. These options are greyed out unless Open Date or Current Status are selected in the Close when menu. The option does not need to be enabled.

Lsd req status03.png


Close when Open Date

The date that the Request was created.

Close when Current Status

Length of time spent in the same status that it is in currently.

Exceeds These Days

The number of days to apply to the Close when criterion

Closed By User

You can specify which Analyst you want to be assigned when a Request is automatically closed. For example, you could set this to admin rather than the assigned Analyst, because that Analyst did not close the Request.


Enter text to be written into the Solution tab on automatic closure.

Editing a Request Status

Click the name of the Status. Make changes to the Properties.


On creation, a Status will be available to all Analysts and Analyst Groups. To change the access permissions, click the User Access button Lsd btn user access 16px.png in the Access column for the Status.

Select Analyst

Click the checkboxes to remove access from individual Analysts.

Lsd lib req status access 01.png

Select Analyst Groupt

Click the checkboxes to remove access from individual Analyst Groups.

Lsd lib req status access 02.png

Deleting a Request Status

To delete a status, click the Delete button Lsd delete 16px.png on the Manage Request Status page. Note: You cannot delete the Closed Status.

Using Request Statuses

The default Status for all Requests is set to Open but can be changed in Default Status.

Once a Request is recorded you can change the Request Status by using the Change Status button Button change status 16.png on any of the Request List Views or from the Change Status button Changestatusinreq.png on the request form.

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