HELP FILE

Set Statuses

Like categories, statuses are optional arbitrary descriptions that can be applied to incidents to represent the status of the incident. Statuses can be added under "Not Resolved" or "Resolved." Statuses allow technicians to gauge an incident's state at a glance and are useful for reporting purposes. Assigning a status to an incident doesn't trigger any actions.

Note: If you don't set up any statuses, only the default "Resolved" and "Not Resolved" statuses appear on the incident form.

Topics in this article:

Create incident statuses

Edit or delete incident statuses

Create incident statuses

1. Click Configure > Services > [select the service] > Incidents > Statuses.

2. Click create some 'not resolved' statuses now or create some 'resolved' statuses now to create categories for the first time, or Add Another Status if you already have some set up.

Note: "Not Resolved" statuses and "Resolved" statuses are set up and maintained separately.

3. Enter descriptive names for your new statuses.

4. Use the Arrow icon to change the order of the statuses to modify how they appear on the incident form (i.e., "Unassigned" should come before "In progress").

5. If you want the status to be able to remain blank on the incident form, check the "Allow blank" check box.

6. Click Save when finished.

Edit or delete incident statuses

1. Click Configure > Services > [select the service] > Incidents > Statuses.

2. Make modifications as desired. Click the Delete icon next to the statuses you want to remove.

3. Click  Save when finished.

Related

Use Services and Service Management

Create, Configure and Manage Services

Enable & Integrate a Service's Support Email Address

Create Templates (Incidents and Releases)

Set Priorities and SLAs (Incidents)

Set Priority Levels (Problems, Changes and Releases)

Set Default Field Selections for New Incidents

Set Types

Set Categories

Add Custom Fields

Set Approvers (Changes and Releases)

Set Up Triggers

Configure Service Access

Solicit Feedback (Incidents)