Create new status types
When you define an approval process, you can create new status types to track a ticket as it is routed through each stage of the process. These status types will be assigned to tickets that must be reviewed and approved.
The following sections describe how to create new status types and then determine when a status type is applied to a ticket.
This is the third task in the approval process example scenario. Before you start, you must complete the previous tasks:
Create a status type
This example uses three new status types:
- Request in process
- Request Approved
- Request Denied
Complete the following steps to create these types.
- On the toolbar, click Setup.
- Select Tickets > Status Types.
- Enter a name for the status type. For example, Request in process.
- Complete the remaining fields as needed, and click Save.
Click the tooltips for details about each field.
- Repeat step 1 through step 5 to add status types.
Determine when a status type is applied to a ticket
After you create a status type, use the Options tab to select the condition under which the status is applied to a ticket. For example, when a ticket is reopened, Web Help Desk automatically changes the status to Open by default.
In the example below, the following status types are applied to tickets if the ticket's request type requires approval.
- When the ticket is submitted by a client, the system assigns the status type Request in process.
- If the ticket is approved, the system assigns the status type Request Approved.
- If the ticket is denied, the system assigns the status type Request Denied.
To determine when a status type is applied:
- After you create a status type, click Options.
- Perform the following:
- In the Needs Approval Status Type field, select Request in process.
- In the Approved Status Type field, select Request Approved.
In the Approval Denied Status Type field, select Request Denied.
- Click Save.