Create request status
Define a status in Settings and maintenance
Click the Requests button in the navigator.
Select the Request status tab.
Click the Add button.
In the Name field, enter a descriptive name for the request status.
In the Internal status list box, select which of the internal statuses you want to link your custom request status to.
Check Default if you want this request status to be the default custom status for the internal status it represents.
Check Queue status if requests with this status are to be placed in the queue.
Check Create new request on customer reply to prevent old requests being reopened because a customer replies to an old message. This could be appropriate for example for statuses such as Closed and Deleted.
In the list Track time as, choose how to report time usage:
- In queue and awaiting processing
- At internal decision stage
- At external decision stage
Click Save. The request status is created.
If required, adjust the position of the status using the arrow buttons below the list of statuses. The rank here specifies the order in the Status list box when creating a new request. Place the most frequently used statuses at the top.