ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Configuring Status
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Requests fetched in ServiceDesk Plus application will be in various stages of completion by the
technician. To determine the status of a request and for easy management, 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.
To open the status configuration page,
1. Log in to the ServiceDesk Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.
3. In the Helpdesk block, click the Request Form Customizer icon . The next page
displays the list of request form attributes that can be customized on the left menu and the
category list page.
4. Click Status from the left menu, or click the Next button on the top of the category list page.
The Status List page is displayed. You can add, edit, or delete the request status.
Add Status
To add a request status,
1. Click the Add New Status link.
2. Enter a unique status name to identify 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.
If you want to add more than one status, click Save and add new button. This adds the new status
and reopens the add status form.
At any point, if you decide not to add the new status, then click Cancel to get back to the status list.
Clicking the View List link on the top right corner of the add status form will also take you to the
status list view.
Edit Status
To edit an existing status,
1. Click the edit icon beside the status name that 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.
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