Define Issue Status

HID_DefineIssueStatus
casm1401
HID_Issue Status
HID_DefineIssueStatus
Issue status codes indicate how close an issue is to being completed. The status code appears in the Status field on an issue. Once issues are assigned to status codes, you can locate, categorize, and track them based on their condition.
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
Follow these steps:
  1. On the Administration tab, browse to Service Desk, Issues, Status.
    The Issue Status List displays.
  2. Click Create New.
    The Create New Issue Status page displays.
  3. Complete the fields as appropriate.
    Record Status
    Shows whether this database record is active or inactive. This is a required field. Select a value from the drop-down list.
    Code
    Identifies the internal code for the status. This is a required field.
    Make Issue Active
    When checked, activates an inactive change order, request, or issue when you assign this status to the ticket.
    Stop Service Type Events
    When checked, automatically delays service type events when a ticket is changed to this status. For example, the predefined Hold status has this option checked, so that when you change the status of a ticket to Hold, all service type events are stopped.
    Make Issue Resolved
    When checked, indicates that an issue is resolved when it reaches this status.
  4. Click Save.
    The Issue Status Detail page displays.
  5. Click Close Window.
    The new status appears in the Issue Status List when you redisplay the list.
Update Initial Status Transitions
You can update the list of statuses that are valid at initial creation of the ticket.
To update an initial status transition
  1. On the Transitions List page, click the Initial Transitions button.
    The Initial Transitions page appears and displays all available status codes and descriptions.
  2. Fill in the following check boxes as appropriate:
    Allowed
    Specifies a valid transition for the status list. Use this option to restrict status workflows.
    Default
    Specifies the default status transition. CA SDM applies the default transition when a user clicks the default transition button on the ticket detail page, or when a user (including a web services user) updates the status to a <d> value. There is only one default transition for each status (or one for each tenant in a multi-tenanted system).
    Must Comment
    Specifies that an activity log comment for the transition is required when changing the status on a ticket. An error message appears on the ticket form when the analyst attempts to close the ticket without adding a comment.
  3. (Optional) Select a status code in the Name column to update its details.
  4. Click Save.
    The updated status transition appears on the Transitions list.
Update Initial Status Transitions
You can update the list of statuses that are valid at initial creation of the ticket.
To update an initial status transition
    On the Transitions List page, click the Initial Transitions button.
    The Initial Transitions page appears and displays all available status codes and descriptions.
    Fill in the following check boxes as appropriate:
    Allowed
        Specifies a valid transition for the status list. Use this option to restrict status workflows.
    Default
        Specifies the default status transition. CA SDM applies the default transition when a user clicks the default transition button on the ticket detail page, or when a user (including a web services user) updates the status to a <d> value. There is only one default transition for each status (or one for each tenant in a multi-tenanted system).
    Must Comment
        Specifies that an activity log comment for the transition is required when changing the status on a ticket. An error message appears on the ticket form when the analyst attempts to close the ticket without adding a comment.
    (Optional) Select a status code in the Name column to update its details.
    Click Save.
    The updated status transition appears on the Transitions list.