Setting Up Service Status Codes

  1. Open the Service Status Codes form and select Actions > New.
  2. Specify this information:
    Status Code
    Specify the current condition of an incident. The default status code value that will be used in incidents is set in the Service Parameters form.
    Description
    Specify a description of what the status code represents.
    Closed
    Select this option for any incident status code that should be marked as "closed." For example, you could create codes named Closed and Canceled. You want both codes to indicate that the incident is closed. Select this option for both codes. Then when either of these status codes are selected on an incident, the incident is then closed upon performing a save. After an incident is closed, all fields on the Incidents form are display-only, except the Status field.
    Ignore Alert
    Select this option for any code that should ignore late alerts in the Incident Queue Console. For example, the status code "On Hold Waiting on the Customer" can ignore alerts.
    Available for Incidents
    Select this check box if the status code is available for incidents.
    Available for Service Orders
    Select this check box if the status code is available for service orders.
    Available for Sales Orders
    Select this check box if the status code is available for sales orders.
  3. Save the new record.
Note: The status history of an incident is visible on the Incident Status History form. If the GPS feature is enabled, you can plot the status history as a route or as push pins on the Map form.