Documentation forWeb Help Desk

Define the status types

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

  • Open
  • Closed
  • Canceled
  • Resolved

You can create a custom status type that automatically closes a ticket. See this KB article for details.

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 > Tickets > Status Types.
  2. Click New.
  3. Enter a name for this status type. For example, Denied.

  4. Enter a description for this status type. For example, CAS Status Type.

  5. Set the order that this status type displays with other status types.

  6. Select the background color for the label background. Click white for no label color.

  7. Select the checkbox if this status type is used as the default filter in the Tickets > My Tickets and Tickets > Group Tickets tab lists. Otherwise, leave this checkbox unchecked.

    The My Tickets and Group Tickets tabs display in the toolbar when you click Tickets.

  8. Select the checkbox if this status type is used when determining the load balance ticket total for a tech group level. Otherwise, leave this checkbox unchecked.

    When you define your tech groups, you can implement load balancing In a tech group level when the application auto-assigns tickets to each tech in the group. Group level options specify how tickets are assigned and which techs are members of that level. At least one level must be configured for each group. You can add multiple levels if you want to escalate tickets to more experienced techs.
  9. Select the checkbox to indicate that alerts are enabled for this status type. Otherwise, leave this checkbox unchecked.

  10. Select the checkbox to indicate that the time a ticket has this status type is included in the ticket's total open time. Otherwise, leave this checkbox unchecked.

  11. Select the checkbox to send reminder emails to clients for tickets set to this status type. Otherwise, leave this checkbox unchecked.

    Reminders are sent to clients only if the ticket status type has this option enabled and the ticket priority type includes a client reminder interval. See Setup > Tickets > Priority Types & Alerts > [Priority type] > Client Reminder interval to enable this setting.
  12. Select the checkbox to display tickets with this status type in the calendar views. Otherwise, leave this checkbox unchecked.

  13. Select the amount of time to pass before tickets with this status type automatically change to the Closed status type. Otherwise, do not select any values.

  14. Select the checkbox to prompt the client to confirm that their ticket was resolved. Otherwise, leave this checkbox blank.

    When selected, Yes and No buttons will be presented to the client in the email and Ticket Detail view in the user interface. If the client clicks Yes, the ticket is closed. If the client clicks No, the ticket status type changes to the status type selected in the Reopened Status type drop-down menu located in the Options tab (for example, Pending or Request in Process, Approved, or Denied).

  15. (Optional) Select the custom fields that display when this status type is selected for a ticket. The custom fields you select will display in addition to any custom fields linked to the request type.

  16. Click the Options tab.
  17. Select the checkbox to allow clients to add notes to closed tickets. The ticket status type will automatically change to the reopened status type you select in the next step.

  18. Select the status type for a ticket reopened by a client.

  19. Select the status type for a ticket with a request type that requires an approval. When completed, the status type will be locked and cannot be changed until the approval process is completed.

  20. Select the status type when a ticket with a request type requiring an approval is approved by your defined approvers. When completed, the status type will be unlocked from the Pending Approval state and be open for editing and additional notes.

  21. Select the status type when a ticket with a request type requiring an approval is denied by your defined approvers. When completed, the status type will be unlocked from the Pending Approval state and be open for editing and additional notes.

  22. Select the status assigned to a ticket when the client updates a ticket. Select No Change to leave the status type unchanged.

  23. Select the status type applied in the Tech Note editor when creating a new note. Select No Change to use the current ticket status by default.

  24. Select the status type assigned to a ticket after it is merged into a parent ticket.

  25. Choose 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 your specific options. These options will be used for the email message.

  26. Click Save.
  27. Repeat steps 1 through 26 to add the Approved and Approval Pending Status types.

Set the status type options for the CAB feature

  1. Click the Options tab.
  2. Click the Needs Approval Status Type drop-down menu and select Pending.
  3. Click the Approved Status Type drop-down menu and select Approved.
  4. Click the Approved Denied Status Type drop-down menu and select Denied.
  5. Review the remaining selections and verify they are correct.
  6. Click Save.