Define status types

Each ticket is assigned a status from the available status types. The following status types are predefined:

  • Open
  • Closed
  • Canceled
  • Resolved

To enable Change Access Board (CAB) features, add Pending Approval, Approved, and Denied status types.

Adding these status types is not necessary if you do not use a CAB Process. SolarWinds recommends adding these status types in case you need to enable the CAB feature at a later date.

  1. In the toolbar, click Setup and select Tickets > Status Types.
  2. Click New.
  3. In the Name field enter:
  4. Denied

  5. In the Description field enter:
  6. CAB Status Type

  7. Click Alerts Enabled.
  8. Click Client Reminders, and then click Save.
  9. Repeat steps 1 through 6 above to add the Approved and Approval Pending Status types.

After adding the above status types, set the Status Types Options to allow the CAB features.

Set the status type options for the CAB feature

  1. In the toolbar, click Setup and select Tickets > Status Types.
  2. Click the Options tab.
  3. Click the Needs Approval Status Type drop-down menu and select Pending.
  4. Click the Approved Status Type drop-down menu and select Approved.
  5. Click the Approved Denied Status Type drop-down menu and select Denied.
  6. Review the remaining selections and verify they are correct.
  7. Click Save.