Settings related to and request statuses are available at Global Settings → Requests → Request Statuses. Only users with administrator permissions can access these settings; other users can access them only if they have the appropriate permissions. These settings allow you to customize request statuses to suit your needs, define custom statuses, and otherwise configure how statuses are applied to requests. For clarity, these settings are divided into several sections:
- Statuses of open requests
- Custom statuses of open requests
- Closure statuses
- Automatic change of request statuses
- Options for accepted request closure
- Options for discussion with the customer regarding closed requests
- Options for reopening a request
- Other settings
Status of open requests
This section of the settings contains a list of system-defined statuses for open requests, i.e., they symbolize the so-called open status of a request that is currently in a specific phase of resolution.
Settings for open statuses
The following options are available for open request statuses:
- Toggle status – statuses with the toggle set to off will not be offered in the request
- Frequently used – option to mark frequently used statuses, causing those statuses to appear at the top of the status list in the request
- Count toward TTO – time elapses for statuses marked “Yes” Time to own (time for assigning a assignee). For the statuses waiting for approval and accepted the settings for this time tracking follow a fixed logic that cannot be changed.
- Include in RT – when the status is set to “Yes,” time elapses Response time (response time). The settings for this time calculation have a fixed logic for selected statuses that cannot be changed.
- Include in TTAS – when the status is set to “Yes,” time elapses Time to alternate solution (time to alternate solution). If the value is “No,” the counter for the remaining time until the deadline is met stops, and the deadline is postponed until the request is set to a time-counting status or a status evaluating deadline fulfillment again. With this property, you can set your own time calculations for individual statuses. Exceptions are the statuses provided by NR and accepted by NR, which are system-set to “No,” meaning in practice that the TTAS counter stops and the system simultaneously evaluates whether the deadline was met on time.
- Include in TTR – when the status is set to “Yes,” the time Time to resolve (time to fulfill) continues to run. If the value is “No,” the counter for the remaining time until the deadline stops. With this property, you can set your own time calculations for individual statuses.
- Settings for selecting a company for the “Waiting for 3rd Party” status – clicking the icon
opens a window where you can set whether the supplier selection when switching the request to this status will be disabled, required, or optional. For mandatory and optional options, after switching the request to this status, a field for selecting a supplier will become available in the form. Companies of the type supplier will be offered for selection.
opens a window where you can set whether the supplier selection when switching the request to this status will be disabled, required, or optional. For mandatory and optional options, after switching the request to this status, a field for selecting a supplier will become available in the form. Companies of the type supplier will be offered for selection.Within the system-defined statuses of open requests listed above, it is not possible to edit these statuses (change their names); the settings listed in the overview above are available.
List of open request statuses
List of statuses Open requests currently consists of the following statuses:
- Pending approval – This status is intended for requests from the catalog that require an approval process. The request is automatically switched to this status upon creation.
- accepted – status intended for a newly created request
- assigned – status indicating that the request has been assigned to a specific assignee for resolution, but the request is not currently being resolved. When the Limit assignee selection by assignee group feature is enabled, the request automatically switches to this status after a assignee is selected from the assignee group.
- verified by responsible person – status indicating confirmation of a check (e.g., internal assessment of the need to resolve the request)
- offer – status indicating that offers have been attached to the request. This status can be used at any time during the request resolution lifecycle.
- waiting for the customer – this status is used when the request cannot be further resolved because we are waiting for the customer (e.g., more detailed specifications or additional information are needed). In this status, it is advisable to disable TTAS and TTR tracking, which will extend the deadlines for the request.
- accepted by customer and ZO – this status can be used in situations where the request conditions were accepted by the customer and also by the user specified in the Responsible Person field
- ordered – a status indicating that the request contains items that needed to be ordered. This status can be used at any time during the request resolution lifecycle.
- start of implementation – this status is appropriate to use when preparations for the actions necessary to fulfill the request have begun.
- working on NR – a status indicating the start of implementation of an alternative solution. This status can be used at any time during the request resolution lifecycle.
- in progress – status indicating the start of active work on resolving the request. This status can be used at any time during the request resolution lifecycle. The request automatically assumes this status after a complaint is accepted.
- Waiting for 3rd Party – this status is used if the resolution of the request has been transferred to a third party, and it is possible to set mandatory or optional supplier selection (after acquiring this status, a list of suppliers—companies categorized as suppliers—will be offered). This status can be used at any time during the request resolution lifecycle. We also recommend disabling TTAS and TTR calculations, which will extend the deadlines on the request.
- handled by a subcontractor – this status is used when the resolution of the request has been transferred to a subcontractor. In this case, we recommend disabling TTAS and TTR calculations, which will extend the deadlines on the request.
- deployment activities – a status indicating that actions on the request have been completed, but their implementation is still required (e.g., software update). This status can be used at any time during the request resolution lifecycle.
- suspended – this status is used if the resolution of the request has been suspended for various reasons, such as to prioritize a more important request. For this status, we recommend disabling TTAS and TTR tracking, which will extend the deadlines on the request. This status can be used at any time during the request resolution lifecycle.
- contact from our side will follow – this status is primarily created for VoIP needs, when a request from a call has been recorded and it is necessary to highlight that the caller must be contacted again after the response is provided
- in stock – status indicating that the goods for the technician are ready in stock and can be picked up for delivery to the customer
- internal testing – status indicating that the tasks for the request have been completed, but internal testing is still required before delivery to the customer.
- Customer testing – this status is used when the fulfillment of the request is evaluated by a customer selected on the request. The success or failure of the testing is determined via buttons on the request. After testing, the request automatically switches to the in progress status. For this status, we recommend disabling TTAS and TTR tracking, which will extend the deadlines on the request.
- claim – the request is automatically switched to this status when the request closure is denied. The “complaint” status can only be enabled if the following statuses are enabled: accepted closure and closure without acceptance.
- postponed – a status indicating that the resolution of the request has been postponed. This status can be used at any time during the lifecycle of the request resolution. We also recommend disabling TTAS and TTR calculations, which will shift the deadlines on the request.
- provided NR – a status indicating that an alternative solution has been provided for the request. This status can be used at any time during the request resolution lifecycle.
- accepted NR – the customer can change this status if they agree with the provided workaround.
Custom statuses for open requests
Within the “Open Requests” statuses, you can define up to 10 custom statuses, allowing you to tailor the statuses to your needs. In addition to the system-defined statuses, you can also use your own custom statuses. The same settings are available for these statuses as for the system-defined statuses, which we discussed in more detail in the sections Open Request Statuses.
To define a new status, click the “” + “Add Status” button below the list of statuses, or click the “” + “” button next to the name of the relevant section. To create a new status, you must fill in at least one of the language versions.
Completion statuses
Closure statuses indicate the resolution of a given request, whether it has been successfully resolved or denied. This section of the settings contains a list of system-defined request closure statuses that cannot be edited.
Settings for request completion statuses
The following options are available in the settings for closed statuses (as well as for open request statuses):
- Toggle status – statuses with the toggle set to off will not be offered in the request
- Frequently used – option to mark frequently used statuses, causing those statuses to appear at the top of the status list in the request
List of completion statuses
The list of request completion statuses currently consists of the following statuses:
- realized – this status is used to distinguish it from the completed status and is typically set by the supervisor who reviewed the request. This status can be understood as an internal alternative to the accepted completion status.
- completed – this status indicates the completion of all actions on the request. On a request with this status, the buttons for Accepting / Denying completion become available (if this functionality is enabled).
- accepted completion – the request is automatically switched to this status after clicking the Accept completion button on a request in the completed status. Disabling this status in the global settings will also automatically disable the Completed without acceptance and complaint statuses. At the same time, this status is automatically enabled in the global settings after enabling the complaint status.
- completion without acceptance – the request will automatically switch to this status in the event of a complaint, when selecting Unjustified complaint. This status is automatically enabled in global settings after enabling the complaint status.
- denied – this status is used only for requests from the catalog that have approval set. The request enters this status after it has not been approved.
- partial response / complete response – this status is used in connection with VoIP and allows the caller to indicate whether the response provided was sufficient and whether they were satisfied with it.
Automatic status updates
In this section, you can specify when, or from which status to which status, an automatic change in the request status will occur. Within the change of status, you can set:
- Automatic change of status from “Assigned” to “In Progress” after – option to specify that the request status will be automatically changed after adding a fulfilment or discussion to the request
- Automatic change of status from “Waiting for Customer” to “In Progress” after – option to specify that the request status will be automatically changed after a discussion is added by the customer
- Automatic change of status from “Waiting for Customer” to “Completed” – option to enable or disable automatic changes to the specified statuses on a request
- Automatic change of status after the customer accepts the offer – option to specify the status that will be automatically set on the request after the customer accepts the offer. The available statuses are ordered or in the solution.
- Automatic change of status after the customer denies the offer – option to specify an automatic change of status if the customer denies the offer. You can choose to change the status to assigned.
- Automatic change of status after sending the offer for acceptance – ????
Options for accepted completion of a request
In this section of the settings, you can configure options related to the acceptance of request completion, such as settings for evaluation or automatic request acceptance. The settings include the following options:
- Accepting closure requires login – if this setting is enabled, it will not be possible to accept a request anonymously via the web form. The user will be redirected and prompted to log in. This setting applies only to requests with visibility normal; internal requests automatically require login upon acceptance.
- Only can accept closure – this setting becomes available after enabling the feature Accepting closure requires login. With this setting, you can specify who is allowed to accept the closure of a request.
- Evaluator Rating – option to specify the request for the request evaluator to provide a rating after accepting the closure. A grade of 1 indicates the best rating, while a grade of 5 indicates the worst. If you select the option Required, it will not be possible to accept the closure of the request without evaluating the assignee.
- Request for a comment based on the evaluation grade – option to specify for which grades it is mandatory to include a comment explaining the reason for the evaluation. You can select multiple grades at once.
- Display evaluation in the request – when this setting is enabled, the evaluation and note regarding acceptance of completion will be displayed in the request details, below the status field.
- Enable automatic acceptance of request closure – if the Accepted completion request status is enabled, the customer is notified of the request closure via email and is prompted to accept the closure. If the customer does not respond to the request to accept the closure within the specified number of days, the closure of the request will be automatically accepted if this setting is enabled.
- Automatic rating (grade 1) – this setting becomes available after enabling the function automatic acceptance of request closure. When this setting is enabled, in the event of automatic acceptance of request closure, the assignee will be assigned the highest rating (grade 1). When this option is disabled, the request will be accepted without a assignee rating.
- Number of days for automatic acceptance of request closure – this setting becomes available after enabling the function automatic acceptance of request closure. A field for entering the number of days after which the request closure will be automatically accepted if the customer/end user does not respond to the request for acceptance of closure. In the table below the settings, you can enter the notification text with the prompt to accept the request closure. You can also enter translations for other language versions.
- The status to which the request will automatically switch – this setting becomes available after enabling the function automatic acceptance of request closure. Option to specify the status the request will transition to in the event of automatic acceptance of termination.
Options for discussion with the customer on completed requests
In this section, you can configure settings related to customer discussions for closed requests. The available settings are:
- Allow adding a discussion in the Closed status – when this setting is enabled, the customer will be allowed to add a discussion even for a request that has been closed.
- Allow adding a discussion in the “Accepted Closure” or “Closed Without Acceptance” status – when this setting is enabled, it will be possible to add a discussion even for a request that is in the accepted closure or closed without acceptance status
Options for reopening a request
In this section of the settings, you can configure options related to reopening a request. The settings include the following options:
- Block changing the request status in the Accepted Closure and Closed Without Acceptance statuses – when this setting is enabled, it will not be possible to change the status of a request that has been set to Accepted Closure or Closed Without Acceptance
- Automatically change the request status to In Progress after receiving a discussion post to the “In Progress” status – option to specify that requests in the completed status will be automatically switched to the in progress status upon receipt of a discussion post
- Postponement of the deadline upon opening in the “Accepted Closure” status, Closed without acceptance – option to specify by how many days, minutes, or hours the completion deadline will be postponed from the moment the request is reopened, which was in the status accepted closure or closed without acceptance. The shift is applied when a request is manually reopened and when it is automatically reopened after a discussion post is received, provided the request is not awaiting acceptance of closure.
Other settings
The following features are available under Other Settings:
- Reported Assignees – When this setting is enabled, the Reported Assignees selection will appear on a reported request. This field contains a list of all assignees who participated in solving this request or the work orders listed under the request. Selecting a reported assignee is only possible if the Complaint status is enabled in the global settings. If this status is disabled, the “Reported Assignees” field will appear on the request, but without the option to select assignees.