Difference between revisions of "Global Request Sub-statuses"
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| + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-config/administration/request-sub-statuses/ Hornbill Document Library]. | ||
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| + | [[file:hornbill-document-library.png|Request Sub-statuses|link=https://docs.hornbill.com/servicemanager-config/administration/request-sub-statuses/]] | ||
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__NOTOC__[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Configuration > Global Request Sub-statuses | __NOTOC__[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Configuration > Global Request Sub-statuses | ||
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| − | == Managing Request Sub-statuses == | + | == Managing Request Sub-statuses == {{#ev:youtube|xzibIwhDYbQ|300|right}} |
The Management of the Global Request Sub-statuses is done from within the Administration Portal | The Management of the Global Request Sub-statuses is done from within the Administration Portal | ||
:*'''Sub-status Name''' | :*'''Sub-status Name''' | ||
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:*'''Parent Status Active On-Hold''' | :*'''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. A Sub-status that is set with a Parent Status of ''Active'' will either keep the request in an active state (New, Open, Resolved) or if the request is On-hold the state will change back to its Active state. A Sub-status that is set with a Parent Status of On-hold will either change the status of the the request to On-hold if it is currently in an active state (New, Open, Resolve) or it will maintain an On-hold state if it already 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. A Sub-status that is set with a Parent Status of ''Active'' will either keep the request in an active state (New, Open, Resolved) or if the request is On-hold the state will change back to its Active state. A Sub-status that is set with a Parent Status of On-hold will either change the status of the the request to On-hold if it is currently in an active state (New, Open, Resolve) or it will maintain an On-hold state if it already on-hold. | ||
| − | ::* '''Pause Until Date / Time''' | + | :* '''Reason Required''' |
| + | :: This setting is used to enforce an entry by the user that is putting the request on-hold for this particular sub-state | ||
| + | :* '''Pause Until Date / Time''' | ||
| + | ::If choosing the Parent Status of On-Hold, this option will allow you to determine if the analyst moving the request into a specific sub-status will be prompted to put it on-hold until a defined date and time, after which it will automatically come off-hold, or if you choose '''No''' the analyst will not be prompted to set an '''on-hold''' until date and time, and instead the request will remain on-hold until it is manually taken off-hold. If choosing this option the analyst will be presented with the option to set a reminder activity when placing the request into this on-hold status. | ||
::[[File:Information.png|14px|text-top|Information]] When creating your sub-statuses it is important that at least one ''Active'' sub-status exists to allow you to move from an ''On-hold'' state to an ''Active'' state. | ::[[File:Information.png|14px|text-top|Information]] When creating your sub-statuses it is important that at least one ''Active'' sub-status exists to allow you to move from an ''On-hold'' state to an ''Active'' state. | ||
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::*'''Retired''' - Once Published, a Sub-status can be moved into a retired status if no longer required | ::*'''Retired''' - Once Published, a Sub-status can be moved into a retired status if no longer required | ||
:*'''Auto-Update''' - Toggle this option '''On''' If you wish to allow customer updates (Portal or Email) to a request whilst in this Sub-Status, to automatically change the Sub-status, to the Sub-Status defined in the '''On Customer Update change the Sub-Status to...''' dropdown, on the Service and Request Type of the Request. | :*'''Auto-Update''' - Toggle this option '''On''' If you wish to allow customer updates (Portal or Email) to a request whilst in this Sub-Status, to automatically change the Sub-status, to the Sub-Status defined in the '''On Customer Update change the Sub-Status to...''' dropdown, on the Service and Request Type of the Request. | ||
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:: [[File:Information.png|14px|text-top|Information]] The Sub-Status which a customer update will change to, can be configured per service and per request type on the Service views in Service Manager, making this granular per Service and Request Type | :: [[File:Information.png|14px|text-top|Information]] The Sub-Status which a customer update will change to, can be configured per service and per request type on the Service views in Service Manager, making this granular per Service and Request Type | ||
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If Choosing Email as a notification option, specify which email template will be sent, using the following system settings: | If Choosing Email as a notification option, specify which email template will be sent, using the following system settings: | ||
| + | :* '''guest.app.requests.notification.emailTemplate.analystSubStatusUpdate''' - The email template to be used when sending an email analyst sub-status update notification | ||
:* '''guest.app.requests.notification.emailTemplate.groupSubStatusUpdate''' - The email template to be used when sending an email group sub-status update notification | :* '''guest.app.requests.notification.emailTemplate.groupSubStatusUpdate''' - The email template to be used when sending an email group sub-status update notification | ||
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| + | [[Category:Videos]][[Category:HDOC]] | ||
| + | <!-- https://docs.hornbill.com/servicemanager-config/administration/request-sub-statuses --> | ||
Latest revision as of 18:04, 8 February 2024
This document can now be found at its new location in the Hornbill Document Library.
