Previous article in this series: Request Types

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.

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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 . The Properties dialog will open:

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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 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 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 on any of the Request List Views or from the Change Status button on the request form.