Configuring a Status for Problem

 

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

Depending on the need of your organization, you can create various such statuses, which will be listed in the status drop-down menu in the New Problem form.

To open the status configuration page:

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

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

Add Status

To add a problem 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 problems or should be moved to the closed problems.

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

  5. Choose a Color to indicate the status in the problem 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.

You can edit a pre-defined status, but not delete it.