Manage Request/Incident/Problem Status

This topic contains the following topics:
casm1401
This topic contains the following topics:
HID_ManageStatus
Define a Request/Incident/Problem Status
Request/incident/problem status codes indicate how close a ticket is to resolution. Status codes allow you to track the progress of tickets, and categorize and locate tickets based on their condition. As a system administrator, you can use predefined status codes, modify the predefined status codes, or create new status codes.
You can mark any request/incident/problem status as active or inactive. When you mark a status code as inactive, it is no longer available for analysts to use, but it remains available in the database for future use. If you decide to use the request/incident/problem status in the future, you can go back and mark it as active.
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, select Service Desk, Requests/Incidents/Problems, Status.
    The Request/Incident/Problem Status List page appears.
  2. Click Create New.
    The Create New Request/Incident/Problem Status page appears.
  3. Complete the Request/Incident/ProblemStatus Fields as appropriate.
  4. Click Save.
    The Request/Incident/Problem Status Detail page appears.
  5. Click Close Window.
    The new request/incident/problem status appears in the Request/Incident/Problem Status List when you redisplay the list.
Request/Incident/Problem Status Fields
The following fields are required to create or update the request/incident/problem status:
  • Symbol
    -- Defines a unique identifier for the record. This identifier appears in the Status field on a ticket.
  • Record Status
    -- Shows whether the database record is active or inactive.
  • Code
    -- Defines the internal code for the status.
  • Make Active
    -- If checked, specifies that an inactive change order, request, or issue is active when you assign this status to it.
  • Stop Service Type Events and Targets
    -- If checked, specifies that service type events are delayed automatically when a ticket is changed to this status. For example, the Hold status that is predefined for requests, issues, and change orders has this option checked. When you change the status of a ticket to Hold, all service type events are stopped.
  • Make Resolved
    -- If checked, causes the request, change order, or issue to have the Resolve Date/Time automatically set when it is changed to this status.
  • Description
    -- Gives a detailed description of the record.
  • Status valid for
    -- Defines what ticket types the record is valid for. The default is checked for all ticket types (Requests, Incidents, and Problems).
If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.
Update a Request/Incident/Problem Status
As a system administrator, you can modify the predefined status codes or status codes you have created. Request/incident/problem status codes indicate how close a ticket is to being resolved. Status codes let you carefully track the progress of tickets, categorize and locate tickets based on their condition.
You can mark any request/incident/problem status as active or inactive. When you mark a status code as inactive, it is no longer available for analysts to use, but it remains available in the database for future use. If you decide to use the request/incident/problem status in the future, you can go back and mark it as active.
Follow these steps:
  1. On the Administration Tab, browse to Service Desk, Requests/Incidents/Problems, Status.
    The Request/Incident/Problem Status List appears.
  2. Select the request/incident/problem status.
    The Request/Incident/Problem Status Detail page appears.
  3. Click Edit.
    The Update Request/Incident/Problem Status page appears.
  4. Update one or more of the fields as needed.
  5. (Optional) Use the controls available on the tabs at the bottom of the page to configure the following:
    • Request/Incident/Problem Transitions
      Controls how users select available statuses on the ticket form. With transition controls, you can control how a ticket transitions through different statuses by limiting the status list. You can use predefined transitions, modify the transitions, or create transitions.
    • Request/Incident/Problem Dependent Attribute Controls
      Controls how attributes are designated as required (must supply) or locked (cannot update) depending on ticket status. With dependent attribute controls, you can determine which fields are shown, or required for the status. You can use predefined attributes, modify the attributes, or create dependent attributes.
  6. Click Save.
    The Request/Incident/Problem Status page appears.
  7. Click Close Window.
    The modified request/incident/problem status appears in the Request/Incident/Problem Status List when you redisplay the list.
Define Dependent Attribute Controls
You can designate certain attributes as required or locked depending on the status of the CA SDM ticket (change order, issue, incident/problem/request). For example, a manager can prevent an analyst from editing the summary of a request after approval. For each ticket type, you can use predefined attribute controls, edit the attribute controls, or define attribute controls.
: When defining "required" dependent attribute controls for a particular status (all ticket types), be aware that the Edit in List option available on the ticket's list page cannot present the dependent attributes field values that are required. If the required attribute field value is not already part of the saved ticket, and if the required attribute field is not presented in the edit in list format to display its values, then the end user cannot save the ticket. Consequently, the ticket’s detail page must be used instead of the Edit in List option to edit the dependent attribute fields values that are required.
Follow these steps:
  1. On the ticket's detail page for the status, select the Request/Incident/Problem Dependent Attribute Control tab at the bottom of the page.
    The Attribute Control List appears.
  2. Click Create.
    The Update Request Status Acknowledged Dependent Attribute Control page appears
  3. Complete the following fields as appropriate:
    • Tenant
      Specifies the name of the tenant.
    • Attribute
      Specifies the name of the attribute control, for example, Summary.
    • Locked
      Specifies the attribute as locked (read only) while the ticket is in the status for which the dependent attribute is defined.
    • Required
      Specifies the attribute as required (must be supplied).
  4. Click Save.
    The attribute control for the status appears on the list page.
Search for a Request/Incident/Problem Status
You can use the search function to filter the Request/Incident/Problem Status List to show only the items you want to see. You can also locate a specific request/incident/problem status to view or update.
If you are using multi-tenancy, a tenant drop-down list appears in the search filter. If you select <empty> in this drop-down list, the search is public.
To search for a request/incident/problem status
  1. Select Service Desk, Requests/Incidents/Problems, Status on the Administration tab.
    The Request/Incident/Problem Status List appears.
  2. Click Show Filter.
  3. Complete one or more of the following search fields:
    Active
    Shows whether the database record is active or inactive.
    Name
    Defines a unique identifier for the record. This identifier appears in the Status field on a ticket.
    Description
    Gives a detailed description of the record.
    Request
    Indicates whether the status is valid for requests.
    Incident
    Indicates whether the status is valid for incidents.
    Problem
    Indicates whether the status is valid for problems.
    You can click the More icon to display the Additional Search Arguments field. This field is intended only for expert users who understand SQL and Majic and can use it to specify search arguments that are not available in the standard search filter fields. You can enter a SQL WHERE clause in this field to specify an additional search argument.
  4. Click Search.
    The Request/Incident/Problem Status List populates with all items that match your search criteria.