Status

Requests fetched into SupportCenter Plus application will be in various stages of completion by the support rep. For easy management and to know the status of the request, you can create various request status under which the requests can be grouped. These status can either be In Progress or Closed.

While creating a status, you can also choose to stop the request timer for the status that is being created. Depending on the need of your organization, you can create various such status, which will be listed in the status drop-down menu in the New Request form.

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on HelpDesk Customizer icon under HelpDesk Settings.  

3. Click Status from the left menu. The Status List page is displayed. You can add, edit, or delete the request status.

Add Status

1. Click the Add New Status link.

2. Enter the name of the status in the Name field.

3. Select the Type to which the status belongs. The status type allows you to identify whether the status that you are adding is still in progress and hence should be a part of the open requests or should be moved to the closed requests.

4. If the added status requires the timer of the request to be stopped, then you need to set the check box Stop timer.

5. If you wish, you can enter the status Description.

6. Click Save.

Edit Status

1. Click the Edit icon beside the status name you wish to edit.

2. In the Edit Status form, you can modify the name of the status.

3. If the status belongs to the In Progress type, then you can choose to stop or start timer. If the request status belongs to the completed type then you cannot edit the type of the request status.

4. If you wish you can edit the Description of the status.

5. Click Save to save the changes. At any point, if you wish to cancel the operation that you are performing, click Cancel.

Delete Status

1. Click the Delete iconbeside the status name you wish to delete. A confirmation dialog appears.
   
   If you try to delete the priority which is being used by a module

2. Click OK to proceed with the deletion. If you do not want to delete the status, then click Cancel.

NOTE: If the status is greyed instead of getting deleted, then 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.