Change the Status of Requests

Change the Status of Requests

The status of a request shows its current condition (i.e., in progress, completed, etc.) and allows you to monitor its progress toward resolution.

Role Required: SDAdmin, Technicians with Edit access to Requests

The default request statuses are as follows: 
Status
Type
Timer Status
Explanation
Open
In Progress
Running
Request is pending action.
On Hold
In Progress
Stopped
When the request is put on hold.
Resolved
Completed
Not Applicable
Request is resolved but is awaiting approval from the requester.
Closed
Completed
Not Applicable
Request is completed.
Canceled
Completed
Not Applicable
Request is canceled.

You can also create new statuses under either of the two types. Click here to know more.
 

Change the Request Status Manually  

To change the status of a request, go to the Requests module and click the subject of a request to view its details.

On the request details page, click the status drop-down on the right pane.

Select the status from the list displayed.

When changing the status to In Progress, On Hold, Closed, or Canceled, a pop-up requesting additional information on the status update will be displayed. You can provide your comments and also schedule the status change in the pop-up.
Info
By default, the status pop-up is not mandatory and can be skipped by clicking Save. 
Info
The status of a canceled request cannot be changed. 
Use the pointers below to configure the status pop-up.
  1. In Progress: Configure the Status Scheduler.
    1. The Status Scheduler lets you set the status for a request when it moves out of the In Progress status.
    2. Make notes about the request's status update and the new status in the Comments field.
    3. To schedule the status change, click the Schedule status change checkbox and choose the new status and the date and time for the change. 

  1. On Hold: Configure the Status Scheduler.
    1. The Status Scheduler lets you set the status for a request when it moves out of the On Hold status.
    2. Make notes about the request's status update and the new status in the Comments field.
    3. To schedule the status change, click the Schedule status change checkbox and choose the new status and the date and time for the change.

Closed: Provide the closure information.
  1. Is FCR: Click this if the request was resolved in the first call.
  2. Requester Acknowledge Solution: Specify whether the requester has acknowledged the resolution of the request.
  3. Closing Comments: Make remarks on the request's closure.
  4. Closure Code: Select the reason for closing the request from the drop-down. (e.g., Success, Failed, Canceled, etc.). To create new closure codes, click here.
  5. Closure Comments/Status Change Comments: Provide additional remarks on the closure code.

  1. Canceled: Provide the cancellation information.
    1. Select a reason for the cancellation of the request from the drop-down. The default options are: Created a request by mistake, Found a solution by self, and Invalid Request.
    2. To enter a new reason, select Others and type the reason in the given text box.

 

Configure Due-by Dates for Requests

You can set due-by dates for requests after they are created to adhere to service-level agreements. The due-by dates that can be configured are,
Due by Date: The date by which the request must be resolved.
Response Due Date: The date within which the technician must respond to the request.
 
To configure the due-by dates manually,
  1. Go to the Requests module and click the subject of a request to view its details.
  2. On the request details page, go to the Details tab
  3. Edit the Due by date and Response Due Date by clicking on the field and selecting the date and time from the calendar.
You can also automatically set the request and response due-by dates by configuring SLAs for requests. Click here to know more.


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