Status
Status is way of indicating a request's progress. The value assigned to it (Open, Closed, Onhold or Resolved etc.,) depends upon a number of factors ranging from requester's acknowledgement of the services offered to the availability of the technician who has been assigned with the request. To precisely indicate the request's progress, ServiceDesk Plus allows administrators to configure Status of two types: In Progress Status (and) Completed Status.
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In Progress Status: Indicates 'Request Timer ON (running)' period during which the request is being worked out by the technicians.
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Completed Status: Indicates 'Request OFF(stopped)' period by which the request would have been completed.
To open the status configuration page, go to Admin 
> Helpdesk Customizer > Status. The Status List page will be displayed.
You can add, edit, or delete various request status from this page.
Adding "In Progress" Status
To add request timer ON "In Progress" status,
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Click the Add New Status link (available at the right corner)
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Enter a unique status name to identify the status in the Name field.
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Select the Status Type: In Progress (or) Completed [In Progress in this case]
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Choose the Color for representing the Status
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Click Save (or) Save and Add New [in case you wish to add another Status]
Note:
On Hold is the only default "In Progress" status that will have 'Request Timer OFF'. This is to prevent any unintentional inactivity on technician's part - like waiting for requester approval - from violating the SLA. More such status can be added in case you require them.
Adding "Completed" Status
To add a request timer OFF "Completed" Status,
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Click the Add New Status link (available at the right corner)
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Enter a unique status name to identify the status in the Name field.
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Select the Status Type: In Progress (or) Completed [Completed in this case]
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Choose the Color for representing the Status
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Click Save (or) Save and Add New [in case you wish to add another Status]
Editing any Status
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Click the edit icon beside the status name you wish to edit.
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Edit the details as per your requirements.
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Click Save.
Note:
Remember that you cannot change the characteristics associated with a status(that is, change it from In Progress to Completed or vice versa) while editing it. But other details can be changed. And the Stop timer can be activated/deactivated in case you are editing an "In Progress" status.
Deleting any Status
- Click the delete icon beside the status name you wish to edit.
- Edit the details as per your requirements.
- Okay the warning message. The status will be deleted.
Note:
- If the status is greyed instead of getting deleted, then it means that the status is being used by a module. Greying indicates that the status value will not be available for further usage. To bring the status value back to usage, click the edit icon beside the greyed out status and deselect Status not for further usage check box.
- Status available by default (Open, Onhold, Resolved and Closed) cannot be deleted.
- Request Timer calculates the time consumed for the request and helps technicians keep track of and adhere to Service Level Agreements.
- Request Timer can be accessed from request details page (click Actions > Start/Stop Timer)