Layton ServiceDesk - Settings - Libraries - Request Statuses

Revision as of 03:18, 18 October 2013

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Previous article in this series: Request Types

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.

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To add a new Request Status, click the Add button . The following window will be displayed:

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Enter a unique Request Status name in Status and in On Status select an action to be made when the status is set on a request. For example, set the “Suspend” flag on a status to make that status freeze the escalation process. The default setting is Continue, or do nothing, when this status is set. To allow an End User to use this status, select Yes for Allow End User. To Force this status to change the color of the request in the list view, choose Yes for Force Status Color. To choose the color for this status, use the drop-down menu for Status Color. Click to save the Request Status configuration.

To delete a status, click on the Manage Request Status page. Note: You cannot delete the Closed Status.

The default Status for all Requests is set to Open but can be changed using Administration > General Settings > Request Settings and set the Default Status.

Once a Request is recorded you can change the Request Status by using the Change Status icon () on any of the Request List Views, or from the Change Status icon on the request form ().

Next article in this series: Request Templates

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