Global Request Sub-statuses

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Introduction The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using the Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be With Customer which when selected will place the request's status to On-hold and stop any allocated Service Level Target timers. The Sub-statuses defined here are global and will be visible to all the selected Request Types. Service based sub-statuses can be configured within the Service form for a particular service.

Related Articles Service Based Request Sub-statuses

Managing Request Sub-statuses

• Sub-status Name

The Name of the sub-status is what will be displayed to an analyst from within a request

• Customer Label

An alternative Label can be provided which will be visible to the customer from within the Customer or Service Portals. This is only applicable to request types that are accessible on the Portals.

• Request Type

A sub-status can be made available to All requests types or you can select from one of the available request types.

• Parent Status Active On-Hold

The selection of a sub-status controls if the request is placed in either an Active or On-hold state when the sub-status is selected.

• Language

If you support more than one language in your environment you can provide the appropriate translations for the different