Configuring Status

Requests fetched in ServiceDesk Plus Cloud application will be in various stages of completion by the technician. To determine the status of a request and for easy management, you can create various request status under which the requests can be grouped. This status can either be In Progress or Closed.

While creating a status, you can also choose to stop the request timer for the status that is being created. Depending on the need of your organization, you can create various such status, which will be listed in the status drop-down menu in the New Request form.

To open the status configuration page:

1. Go to Setup>> Customization >> Helpdesk. 

2. Under Status, you can add, edit, or delete the request status.

Add Status

To add a request status

1. Click New Status.

2. Provide the Name (mandatory) and Description for the status.  

3. Select the status Type. This allows you to identify whether the status that you are adding is still in progress and hence should be a part of the open requests or should be moved to the closed requests.

4. Enable Stop Timer option if you wish to stop the request timer when the request is moved to this status.

5. Choose a Color to indicate the status in the request list view.

6. Click Save.

At any point, if you decide not to add the new status, then click Cancel to get back to the status list. 

Edit Status

To edit an existing status,

1. Click>> Edit Status beside the status name that you wish to edit.

2. Modify the required details and click Save.

Delete Status

1. Click >>Delete beside the status name you wish to delete. A confirmation dialog appears.

2. Click Yes to proceed with the deletion. If you do not want to delete the status, then click No.