Add or Edit an Incident Status

If necessary, you can add a new incident status or edit an existing one.

1. Click Configuration on the navigation pane.
2. Expand Application Appearance, and then double-click Customizable Menus.
   The Customizable Menus tree displays on the content pane.
3. Expand the System Menus folder.
4. Click Incident Statuses to display the editor.
5. Do one of the following:
   • To add an incident status, click New.
   • To add a new incident status directly below an existing incident status in the tree, select the existing incident status and click New.
   • To edit an incident status, click it in the tree.
   You can change the names of the default incident statuses, but the functionality of each remains the same. Incidents with the same status type behave the same way, regardless of their name.
6. Enter a name for a new incident status or edit an existing one in the Label column.
   The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
7. Click the Status drop-down list and select a status type. Options include Unresolved, Solved, and Waiting.
   After you save an incident status, you cannot change its status type.
8. Click Save.