Setting Up Service Request Statuses
You can define service request statuses to indicate the current state of reported service requests and the actions assigned to them. For example, a customer calls to report a broken switch on his personal computer. You could set the service request status to Open, then create an action with the status Assigned to indicate that the service request has been assigned to a field engineer.
The Open and Closed statuses are predefined.
To define service request statuses:
1. Navigate to the Service Request/Action Statuses window.
2. Select Service Request or Action.
3. Enter a descriptive Status.
4. Optionally check Closed to indicate that service requests with this status should be considered closed.
5. Optionally enter a Start and End Date. These dates set the active time frame for the status. If you choose not to enter dates, the status is always active.
Note: The Pre-Defined check box indicates a system-defined code.
