Configuring Status


    The requests that are received in ServiceDesk Plus - MSP will be taken up by the technicians and will be in various stages of completions. For ease of managing the requests and to know the status in which each of the received requests are in, ServiceDesk Plus - MSP allows you to create various request status under which you can group requests. These status can either be In Progress or Closed. While creating a status, you can also choose to stop the request timer for the status that is being created. Depending on the need of your organization, you can create various such status, which will be listed in the status drop-down menu in the New Request form.

    To open the status configuration page

    1. Log in to the ServiceDesk Plus - MSP application using the user name and password of an admin user.

    2. Click the Admin tab in the header pane.

    3. In the Helpdesk block, click the HelpDesk Customizer icon Request Form Customizer Icon. The next page displays the list of request form attributes that can be customized on the left menu and the category list page.

    4. Click Status from the left menu, or click the Next button on the top of the category list page. The Status List page is displayed. You can add, edit, or delete the request status.

    Add Status


    To add a request status

    1. Click the Add New Status link available at the right top corner of the Status list page.

    2. In the Add Status form, enter the name of the status in the Name field.

    3. Select the Type to which the status belongs. The status type allows you to identify the whether the status that you are adding is still in progress and hence should be a part of the open requests or should be moved to the closed requests. If the added status requires the timer of the request to be stopped, then you need to set the check box Stop timer.

    4. If you wish, you can enter the status Description. Please note that you cannot create two status with the same Status Name.

    5. Click Save. The new status is added.

    If you want to add more than one status, then instead of clicking Save, click Save and add new button. This adds the new status and reopens the add status form.


    At any point, if you decide not to add the new status, then click Cancel to get back to the status list. Clicking the View List link on the top right corner of the add status form will also take you to the status list view.


    Edit Status


    To edit an existing status

    1. In the Status List page, click the edit iconEdit Iconbeside the status name that you wish to edit.

    2. In the Edit Status form, you can modify the name of the status.

    3. If the status belongs to the In Progress type, then you can choose to stop or start timer. If the request status belongs to the completed type then you cannot edit the type of the request status.

    4. If you wish you can edit the Description of the status.

    5. Click Save to save the changes. At any point, if you wish to cancel the operation that you are performing, click Cancel.

    Even while editing a status, if you wish to add a new status, then click Save and add new button instead of clicking Save button after making the changes.


    Delete Status

    1. In the Status List page, click the delete icondeleteiconbeside the status name that you wish to delete. A confirmation dialog appears.

    2. Click OK to proceed with the deletion. If you do not want to delete the status, then click Cancel.




    Copyright © 2017, ZOHO Corp. All Rights Reserved.