Status Codes

This article contains the following topics:
casm1401
This article contains the following topics:
Status codes are used to track the status of an item. Separate status codes track requests, change orders, issues, and workflow tasks. In each case, there are predefined status codes that you can use if they suit your needs. Otherwise, you can modify the predefined status codes or define new ones that are specific to your site. Depending on your service desk model, you set up the following codes:
Status Codes
Description
Request/ Incident/ Problem
Must be set up for internal and combined service desk models.
Change Order
Must be set up for internal and combined service desk models.
Issue
Must be set up for external and combined service desk models.
Task
Must be set up for all service desk models.
Status codes let analysts sort and select information based on the status so that they can carefully track their progress. How carefully you define the status codes determines how accurate the analysts can be in describing the actual status of an item.
You can mark any status code 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 for future use (that is, it is not deleted from the database). If you decide later to use the status code, you need only to go back to it and mark it as active.
The same area definitions are available for request, incident, and problem tickets. On the Administration tab, these areas are referred to as request/incident/problem areas. For brevity, they are referred to here simply as request areas.
Request Status Codes
The following table describes the predefined status codes for request tickets.
Request Status Code
Description
Acknowledged
The receipt of a request has been acknowledged.
Closed
A request has been completely resolved.
Closed -- Unresolved
A request has been closed but still must be resolved.
Fix in Progress
A request is pending a fix.
Hold
The service type events for the request are on hold.
Open
A request has been defined and is being used to monitor and manage its completion.
Problem Closed
A problem request is completely closed.
Problem Fixed
A problem request is fixed, but not closed.
Problem Open
A request has been identified as a problem.
Researching
A request is open pending additional research and analysis.
Work in Progress
Work is being done to fix a request.
If your site uses other terminology for identifying the request status, you should define status codes that suit your needs and ignore the predefined status codes, or change the definitions to match your use. For example, you may want to define additional request status codes, such as the following codes:
Request Status Code
Description
Duplicate
Requests that have been opened but may be a duplicate of an existing request for another user.
Emergency
Critical requests that must be addressed immediately.
Report
Requests that are resolved and closed, but should be reported on at a management level.
Test
Requests that are resolved, but should be tested for one week before closing.
Problem Status Codes
The following table describes the predefined status codes for problem tickets.
Problem Status Code
Description
Acknowledged
The receipt of a problem has been acknowledged.
Closed
A problem has been completely resolved.
Closed -- Unresolved
A problem has been closed but still must be resolved.
Fix in Progress
A problem is pending a fix.
Hold
The service type events for the problem are on hold.
Open
A problem has been defined and is being used to monitor and manage its completion.
Problem Closed
A problem is completely closed.
Problem Fixed
A problem is fixed, but not closed.
Problem Open
A request has been identified as a problem.
Researching
A problem is open pending additional research and analysis.
Work in Progress
Work is being done to fix a problem.
If your site uses other terminology for identifying the problem status, you should define status codes that suit your needs and ignore the predefined status codes, or change the definitions to match your use. For example, you may want to define additional problem status codes, such as the following codes:
Problem Status Code
Description
Duplicate
Problems that have been opened but may be a duplicate of an existing problem for another user.
Emergency
Critical problems that must be addressed immediately.
Report
Problems that are resolved and closed, but should be reported on at a management level.
Test
Problems that are resolved, but should be tested for one week before closing.
Incident Status Codes
The following table describes the predefined status codes for incident tickets.
Request Status Code
Description
Acknowledged
The receipt of an incident has been acknowledged.
Closed
An incident has been completely resolved.
Closed -- Unresolved
An incident has been closed but still must be resolved.
Fix in Progress
An incident is pending a fix.
Hold
The service type events for the incident are on hold.
Open
An incident has been defined and is being used to monitor and manage its completion.
Incident Closed
An incident is completely closed.
Incident Fixed
An incident is fixed, but not closed.
Incident Open
An incident has been identified as a problem.
Researching
An incident is open pending additional research and analysis.
Work in Progress
Work is being done to fix an incident.
If your site uses other terminology for identifying the incident status, you should define status codes that suit your needs and ignore the predefined status codes, or change the definitions to match your use. For example, you may want to define additional incident status codes, such as the following codes:
Request Status Code
Description
Duplicate
Incidents that have been opened but may be a duplicate of an existing request for another user.
Emergency
Critical incidents that must be addressed immediately.
Report
Incidents that are resolved and closed, but should be reported on at a management level.
Test
Incidents that are resolved, but should be tested for one week before closing.
Change Order Status Codes
The following table describes the predefined status codes for change order tickets.
Change Order Status Code
Description
Approval in Progress
A change order is open, pending approval.
Approved
A change order has been approved.
Cancelled
A change order has been cancelled.
Closed
A change order has been completed.
Hold
The service type events for the change order are on hold.
Implementation in Progress
A change order is being implemented.
Open
A service order has been defined in a change order and the change order is being used to monitor and manage its completion.
Rejected
A change order has been rejected.
Resolved
A change order has been resolved.
RFC
A request for change has been submitted.
Suspended
Stops workflow tasks on a change order.
Verification in Progress
A change order is being verified.
Backed Out
Implemented change order was backed out.
Implemented
Change was implemented.
If your site uses other terminology for identifying the status of a change order, you should define status codes that suit your needs and ignore the predefined status codes, or change the definitions to match your use. For example, you may want to define additional change order status codes, such as those listed in the following table:
Change Order Status Code
Description
Duplicate
Change orders that have been opened but may be a duplicate of an existing change order for another user.
Emergency
Critical change orders that must be addressed immediately.
Report
Change orders that are completed and closed, but should be reported on at a management level.
Closure Codes
Use closure codes to define the final outcome of change orders, such as successful or unsuccessful. Set closure codes manually or as part of the Update Status activity on a change order when the status is closed, finished or resolved.
Issue Status Codes
The following table describes the predefined status codes for issue tickets.
Issue Status Code
Description
Approval in
Progress
An issue is open, pending approval.
Cancelled
An issue has been cancelled.
Closed
An issue has been completed.
Hold
The service type events for the issue are on hold.
Implementation in Progress
An issue is being implemented.
Open
An issue has been defined and open so that it can be monitored and managed until it is resolved.
Suspended
Stops workflow tasks on an issue.
Transaction in Progress
A transaction with a customer concerning this issue is in progress.
Verification in
Progress
An issue is being verified.
If your site uses other terminology for identifying the status of an issue, you should define status codes that suit your needs and ignore the predefined status codes, or change the definitions to match your use. For example, you may want to define additional issue status codes, such as the following:
Issue Status Code
Description
Duplicate
Issues that have been opened but may be a duplicate of an existing issue for another user.
Emergency
Critical issues that must be addressed immediately.
Report
Issues that are completed and closed, but should be reported on at a management level.
Task Status Codes
Task status codes describe the different possible states of a workflow task. Each task in an issue or change order or request/ incident/ problem workflow has its own status, separate from the ticket status. Workflow tasks allow analysts to keep track of how long it takes to complete individual tasks within a ticket.
The following table describes the predefined status codes for workflow tasks.
Task Status Code
Description
Approve
Task approved.
Cancelled
Task is cancelled and no further updates are possible.
Complete
Task is complete.
Pending
Task is started.
Reject
Task is rejected.
Reopen
Task has been re-opened.
Reopen - Wait
A prior task was reopened.
Skip
Skip task.
Wait
Task has not started.
If your site uses other terminology for identifying the status of a workflow task, you should define status codes that suit your needs and ignore the predefined status codes, or change the definitions to match your use.
For each task status code, you can assign a type of behavior that occurs when the task reaches this state, which provides much more information about the progress toward completing the task. You can also use the accumulate function to track time and cost involved in completing the ticket.
Task Types
Task types help determine the behavior of specific workflow tasks and task status codes. To produce defining characteristics for each type of task, you can identify the task status codes or specific states that can be used.
Because change orders, issues, and request/ incident/ problem use workflow tasks, set up task types for all service desk models. The task status codes identify the behaviors associated with each task. For example, you can set the Approval task type to allow Approve, Reject, Pending, and Wait as available states. When the Approval task type enters the Pending state, you can send notification to a specific manager, analyst, and so forth.
You can mark any task type as active or inactive. When you mark a task type as inactive, it is no longer available for analysts to use, but it remains available for future use (it is not deleted from the database). If you decide later to use the task type, mark it as active again.
You can view the predefined task types in the Task Type List page of the administrative function of the web interface.
Example: Task Status Codes
The following table contains some example status codes:
Task Status Code
Description
Approval
Approve or reject ticket
Group End Task
End of group tasks
Group Start Task
Start of group tasks
Start Approval
Approval to start the ticket
In this example, the Group Start Task and Group End Task types define a group of tasks in an issue or change category that must be completed. Tasks in the group can be executed in any order. After the Group Start Task is in the Pending state (started), all tasks in the group are also placed in this state.