Layton ServiceDesk - Settings - Libraries - Request Statuses

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<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|<u>Back to Contents</u>]]</p>
 
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|<u>Back to Contents</u>]]</p>
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Previous article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Request Types|Request Types]]'''
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<p align="right">[[File:btn_back_up.png|link=Layton ServiceDesk™ - Settings - Libraries - Request Types]] [[Layton ServiceDesk™ - Settings - Libraries - Request Types |<u>Previous article in this series: ''Request Types''</u>]]</p>
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=Overview=
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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.
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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.
  
  
 
[[File:2011-02-23 1653.png|link=]]
 
[[File:2011-02-23 1653.png|link=]]
  
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==Status State==
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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:
  
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To add a new Request Status, click the Add button [[File:Lsd btn plus.png|link=]]. The following window will be displayed:
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{| class="wikitable" border="1"
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|-
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! style="background:#009999; width: 100px; color: #FFFFFF"|State
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! style="background:#009999; width: 900px; color: #FFFFFF"|Description
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|-
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| ''Continue''
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| A Status that is in progress. ''Open'' is a Continue Status. The clock is running.
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|-
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| ''Suspend''
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| A Status that is not closed but the clock has been stopped. Time elapsed within a Suspend Status will not affect an SLA.
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|-
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| ''Closed''
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| A Status that indicates that a Request has been completed. The clock is stopped.
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|-
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|}
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=Procedure=
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==New Request Status==
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To add a new Request Status, click the Add button [[File:Lsd btn plus.png|link=]]. The Properties dialog will open:
  
  
 
[[File:2011-02-23 1702.png|link=]]
 
[[File:2011-02-23 1702.png|link=]]
  
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{| class="wikitable" border="1"
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|-
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! style="background:#009999; width: 150px; color: #FFFFFF"|Setting
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! style="background:#009999; width: 850px; color: #FFFFFF"|Description
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|-
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| Status
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| A unique Request Status name.
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|-
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| On Status
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| Set the type of Status State.
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|-
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| Allow End User
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| Determines whether an End User can see the Status in the Change Status menu on the Change Status page.
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|-
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| Force Status Color
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| Changes the color of the request in List View.
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|-
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| Status Color
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| Choose a color for this status.
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|}
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Click the Save button [[File:save.png|link=]] to save the Request Status configuration.
  
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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 [[File:save.png|20px]] to save the Request Status configuration.
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==Editing a Request Status==
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Click the name of the Status. Make changes to the Properties.
  
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To delete a status, click [[File:bin.png|20px]] on the [[:File:2011-02-23 1653.png|Manage Request Status page]]. Note: You cannot delete the ''Closed'' Status.
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==Deleting a Request Status==
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To delete a status, click the Delete button [[File:Lsd delete 16px.png|link=]] on the Manage Request Status page. Note: You cannot delete the ''Closed'' Status.
  
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The default Status for all Requests is set to ''Open'' but can be changed using '''Administration > General Settings > Request Settings''' and set the [[Layton_ServiceDesk™_-_General_Settings_-_Request_Settings#Default_Status|Default Status]].
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=Using Request Statuses=
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The default Status for all Requests is set to ''Open'' but can be changed in '''[[Layton_ServiceDesk™_-_General_Settings_-_Request_Settings#Default_Status|Default Status]]'''.
  
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Once a Request is recorded you can change the Request Status by using the Change Status icon ([[File:Changestatus.png|20px]]) on any of the Request List Views, or from the Change Status icon on the request form ([[File:Changestatusinreq.png|20px]]).
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Once a Request is recorded you can change the Request Status by using the Change Status button [[File:Button change status 16.png|link=]] on any of the Request List Views or from the Change Status button [[File:Changestatusinreq.png|link=]] on the request form.
  
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Next article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Request Templates|Request Templates]]'''
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<p align="right">[[Layton ServiceDesk™ - Settings - Libraries - Request Templates |<u>Next article in this series: ''Request Templates''</u>]] [[File:Btn forward.png|link=Layton ServiceDesk™ - Settings - Libraries - Request Templates]]</p>
 
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|<u>Back to Contents</u>]]</p>
 
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|<u>Back to Contents</u>]]</p>

Revision as of 00:53, 20 November 2013

Btn back up.png Back to Contents

Btn back up.png Previous article in this series: Request Types

Contents

Overview

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.


File:2011-02-23 1653.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:

State Description
Continue A Status that is in progress. Open is a Continue Status. The clock is running.
Suspend A Status that is not closed but the clock has been stopped. Time elapsed within a Suspend Status will not affect an SLA.
Closed A Status that indicates that a Request has been completed. The clock is stopped.

Procedure

New Request Status

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


File:2011-02-23 1702.png

Setting Description
Status 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 Changes the color of 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.

Editing a Request Status

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

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.

Next article in this series: Request Templates Btn forward.png

Btn back up.png Back to Contents

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