Difference between revisions of "Global 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.

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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].
+[[file:hornbill-document-library.png|Request Sub-statuses|link=https://docs.hornbill.com/servicemanager-config/administration/request-sub-statuses/]]
+<!--
 <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;">
 __NOTOC__[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Configuration > Global Request Sub-statuses
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 == Related Articles ==
-:* [[Request Sub-statuses]]
+:* [[Request Sub-statuses|Service Specific - Request Sub-statuses]]
-:* [https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow#Update_Request|Set Business Process Sub-Status]]
+:* [[Service_Manager_Business_Process_Workflow#Update_Request|Business Process - Set Sub-status]]
 |}
-== 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
 :*'''Sub-status Name'''
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 :*'''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.
-::* '''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.
+:* '''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.
 :*'''Language'''
 :: If you support more than one language in your environment you can provide the appropriate translations for these languages
+:*'''Status''' - Only Sub-statuses set to '''Published''' will be visible to use in Service Manager.
+::*'''Draft''' - Can be used to create Sub-statuses but not be visible
+::*'''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.
+:: [[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
+== Notifications ==
+Use the Following System Settings to control if teams or owners receive notifications if the Sub-statuses are changed:
+:* '''guest.app.requests.notification.notificationType.subStatusChange''' - Choose if the Owner should receive No notification, Email Only, Hornbill Only, Both
+:* '''guest.app.requests.notification.notificationType.subStatusChangeTeam''' - Choose if the Members of the Team owning a request should receive No notification, Email Only, Hornbill Only, Both
+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
+-->
+[[Category:Videos]][[Category:HDOC]]
+<!-- https://docs.hornbill.com/servicemanager-config/administration/request-sub-statuses -->

Difference between revisions of "Global Request Sub-statuses"

Latest revision as of 18:04, 8 February 2024

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