1. Support Management
  2. Issue Management
  3. Setting Up Issue Statuses

Setting Up Issue Statuses

Issue statuses define where an issue is in the resolution process. Each status must be associated with a base status of Open, Closed, On Hold or Resolved. Base statuses are used for reporting and search purposes and cannot be edited.

Each status must also be associated with an issue role type. Employees using roles with this issue role type can be assigned to issues of the associated status.

When you create a new issue, the statuses you create are available from the Issue Status list on the issue record.

To set up issue statuses:

  1. Go to Issues > Setup > Issue Statuses.

  2. Click below the last row of data to select a clean line.

  3. In the Name column, enter a name for the issue status.

    You select this name in the Status field on issue records.

  4. In the Base Status column, select one of the following as a base status for this status:

  5. In the External Status column, select the external status that is displayed for issues with this status when customers view issues in the Customer Center.

    For more information on external statuses, see Creating an Issue External Status.

  6. In the Assigned To column, select the issue role type that can be assigned issues with this status.

    For more information on issue role types, see Creating Issue Role Types.

  7. Check the Duplicate box if an issue with this status is concerning the same problem addressed in another issue. When you provide the issue number for the original issue, cases linked to the duplicate are copied over to the original.

  8. Check the Fixed box if issues with this status have been fixed or resolved.

  9. Check the Trackable box to allow email notifications to be sent when an issue is set to this status.

    This allows the status to be selected in the Email Me When field on the Communications subtab of issue records.

  10. Check the Broken In Mandatory box if issues with this status must have a broken in version and build selected to be submitted.

  11. Check the Target Mandatory box if issues with this status must have a target version and build selected to be submitted.

  12. Check the Fixed In Mandatory box if issues with this status must have a fixed in version and build selected to be submitted.

  13. Enter a description of this status.

  14. Click Add.

  15. Click Save.

You can rearrange issue statuses. Use the Move Up, Move Down, and Move to Top buttons to set their order in the Status field on issue records.

To edit an issue status, click the name of the status to select the line. Edit the text and selections for that status, and then click Done.

To inactivate an issue status, check the Show Inactives box, and click the name of the status. Check the box in the Inactive column, and then click Done.

Related Topics

General Notices