Add CAB status types

Techs assign a status type when they create a ticket. Before you define the approval processes, check the ticket status types to ensure that the Approved, Approval Pending, and Denied CAB status types are configured correctly. If these status types do not exist, follow the steps below to create a new status type.

1. Click Setup > Tickets > Status Types.
2. In the Status Types tab, click New.

3. In the Name field, enter a status name. For example, Denied.

   

4. In the Description field enter a description of the status type.

   

5. Click the drop-down menu and select the status type display order. This setting determines where the status type displays in the Status Type Name Column at the bottom of the tab window.

   

   For example, if you select 6, the status type displays as the sixth status type in the Status Types tab.

   

6. Select a color to display for the label background. Select White for no label color.

   

7. Select the checkbox to include the filter in the Group Tickets list located at Tickets > My Tickets and Tickets > Group Tickets. Otherwise, leave the checkbox unchecked.

   

8. Select the checkbox if the status type is used to determine the load balance ticket total for a tech. Otherwise, leave this checkbox blank.

   

   Web Help Desk uses load balancing when automatically assigning tickets in a tech group level.

9. Select the checkbox if alerts are enabled for this status type. Otherwise, leave this checkbox unchecked.

   

   You can define alerts for each priority type.

10. Select the checkbox to indicate that the ticket time with this status type is included in the ticket's total open time. Deselect this checkbox to extend the default ticket due date.

    

    Open time is the difference between the time the ticket was open and the time it was closed.

11. Select the checkbox to send email reminders to clients for tickets with this status type. Otherwise, leave this checkbox unchecked.

    

    Web Help Desk sends emails only if the ticket status type has reminders enabled and the ticket priority type has a client reminder interval.

12. Select the checkbox to display ticket due dates for this status type in the calendar view. Otherwise, leave this check box unchecked.

    

13. Click the drop-down menus and select the amount of time when tickets are automatically changed to the Closed status type. Otherwise, the ticket status type will not change automatically.

    

14. Select the checkbox to enable the client to confirm the ticket resolution in emails and the Ticket Detail view. Otherwise, leave this checkbox unchecked.

    

    When selected, enter a confirmation message.

    

15. Choose whether the custom fields display when this status type is selected for a ticket.

    

    If you select specific, select the targeted custom fields to display.

    

16. Click Save.

17. Repeat step 2 through step 16 to add the Approved and Approval Pending status types.

    When completed, you can set the status types options to enable the CAB features.

Set the status type options for the CAB feature

1. Click Setup and select Tickets > Status Types.
2. Click the Options tab.

3. Select the checkbox to allow clients to add notes to closed tickets. When selected, the ticket status automatically changes to Reopened Status. Otherwise, leave this box unchecked.

   

4. Select the status type assigned to a ticket reopened by a client.

   

5. Select the status type for tickets created with a request type that requires approval. When completed, the status type is locked and cannot be changed until the approval process is completed.

   

   This status type is usually a custom type with a descriptive name, such as Pending Approval.

6. Select the status type for tickets that are reviewed and approved by the defined approvers. Approved tickets are unlocked from the Pending Approval state and open for editing and additional notes.

   

   This status type is usually a custom type with a descriptive name, such as Approved.

7. Select the status type for tickets that are reviewed and denied by the defined approvers. Denied tickets are unlocked from the Pending Approval state and open for editing and additional notes.

   

   This status type is usually a custom type with a descriptive name, such as Denied.

8. Select the status type assigned to a ticket when updated by the client. Select No to leave the status type unchanged.

   

9. Select the status type used in the tech note editor when creating a new note. Set this option to No Change to use the current ticket status by default.

   

10. Select the status type assigned to a ticket merged into a parent ticket.

    

11. Select how email is sent when a ticket automatically closes.

    Select Use Ticket Settings to send email according to the recipients set in the ticket.

    

    Select Override to reset the ticket recipients to the specified options used in the email message.

    

12. Click Save.