Setting Up Service Status Codes

On the Service Status Codes form, set up codes that describe various incident statuses, for example, Open, Closed, Assigned, and On Hold.

On the form, select Actions > New.
Specify this information:

Status Code

Specify the current condition of an incident. The default status code value that will be used in incidents is set in the Service Parameters form.

Description

Specify a description of what the status code represents.

Closed

Select this option for any incident status code that should be marked as "closed." For example, you could create codes named Closed and Canceled. You want both codes to indicate that the incident is closed. Select this option for both codes. Then when either of these status codes are selected on an incident, the incident is then closed upon performing a save. After an incident is closed, all fields on the Incidents form are display-only, except the Status field.

Ignore Alert

Select this option for any code that should ignore late alerts in the Incident Queue Console. For example, the status code "On Hold Waiting on the Customer" can ignore alerts.
Save the new record.

Notes:

The status history of an incident is visible on the Incident Status History form. If the GPS feature is enabled, you can plot the status history as a route or as push pins on the Map form.