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Version: 8.4

Problem Status

Problem Status determines the progress of the Problem tickets. Using these you can know how much work is done or pending on the ticket and accordingly actions can be taken. The system provides some default status values that are ready for use.

To view the Problem Status page, navigate to Admin > Problem Management > Problem Status > Problem tab.

Here, you can manage the status of the tickets. Also, you can edit the status names, set any value as default, run SLA, run UC, and change the color of the status values as per the organization’s theme.

Manage Problem Status

Here, you can do the following:

  • View and edit the default status.
  • Add and manage the Custom status.
  • Re-order the statuses using drag and drop.
  • Enable or disable the SLA for the status value using Run SLA. For example, if the status is ‘Pending’, the SLA should pause.
  • Enable or disable the UC for the status value using Run UC. By default it is disabled. For example, if the status is ‘Pending’, the UC should pause.
note

You can run both SLA and UC simultaneously on the tickets.

  • Set the default status of the ticket when a new problem is created.

Add Status​

To add a custom status,

  1. Click the Add Status link.
  2. Enter the Name of the status.
  3. Select the color or enter the hexadecimal code by clicking color pallet icon.

Adding Status

  1. Click Save.
  2. Once added, you can edit or delete the custom status. You can only edit the default statuses and not delete.