Use the Status of Ticket Application dialog in the Organizations
application to configure status defaults for service desk tickets
based on site. The site-dependent default status is automatically
assigned to a ticket after a user takes ownership.
When a default ticket status is associated with a site, the status
is automatically assigned to a ticket under the following conditions:
- A user takes ownership of a new or existing ticket in which the
site is not specified in the Site field. If a default status
is associated with the site of the user who takes ownership, that
status is immediately displayed in the Status field.
- A user takes ownership of a new or existing ticket in which the
site was already specified in the Site field. If a default
status is associated with the displayed site, that status is immediately
displayed in the Status field.
- After taking ownership of a ticket, a user enters or changes the
site in the Site field. If a default status is associated with
the site, that status is immediately displayed in the Status field.
Site-dependent statuses must be configured separately for each
ticket type: service request, incident, and problem. Note that site-dependent
statuses are assigned only in connection with the Take Ownership action,
not the Select Owner action.
Example
User Redding, whose site is Bedford,
creates a new incident. The Status field displays a status
of NEW. The Site field is empty. User Redding then takes ownership
of the incident record. The status changes to PENDING, the default
incident status configured for Bedford. User Redding then selects
Austin for the Site field. The status changes to INPROG, the
default incident status configured for Austin.
To configure status defaults based on site:
- Go to .
- In the Organization field, click Enter to
display a list of all organization records. If necessary, use the
Filter to narrow your search.
- Select an organization from the list by clicking on the organization
name. The organization record is displayed on the Organization tab.
- Select the Status of Ticket Applications action. The Status
of Ticket Applications dialog is displayed. A list of sites belonging
to the selected organization is displayed in the Sites section
of the dialog.
- Select a site for which you want to configure status defaults.
- In the Select status for Ticket section of the dialog, use the Select Value dialogs to
select a default status for each ticket type for the selected site.
- Repeat the preceding two steps as needed to configure status defaults
for additional sites.
- Click OK to save your changes.