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Change Request Custom Status

Tom_Hyde

Tom_Hyde Customer Advanced IT Monkey ✭✭✭

July 2016 in Service Manager

We've created a bunch of custom statuses for change requests as below:

In Progress

In Progress > CAB Submission

In Progress > CAB Agenda

And a few more.

These work fine when you are a Service Manager Administrator. However analysts, even in the advanced operator role can't do anything with the ticket once its in one of these custom statuses.

I'm guessing its something to do with the workflow?

I've tried to view the default workflow in the authoring tool but I get this:

Can anyone point me in the right direction? Or are we going about this in totally the wrong way?

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Geoff_Ross Cireson Consultant O.G.

July 2016 Answer ✓

Hi Tom,

Have you got queues based on the Status of CRs which once a custom status is set the CRs no longer fall into them.

Geoff

5
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Tom_Hyde Customer Advanced IT Monkey ✭✭✭

July 2016 edited July 2016 Answer ✓

@Geoff_Ross We had views set-up but not queues. I just created a queue and it did the job - Thanks.

5

Answers

Options
Geoff_Ross Cireson Consultant O.G.

July 2016 Answer ✓

Hi Tom,

Have you got queues based on the Status of CRs which once a custom status is set the CRs no longer fall into them.

Geoff

5
Options
Tom_Hyde Customer Advanced IT Monkey ✭✭✭

July 2016 edited July 2016 Answer ✓

@Geoff_Ross We had views set-up but not queues. I just created a queue and it did the job - Thanks.

5

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