How to Use Issue Statuses

  Who is this article for?  

  Issue Managers, Issue Administrators

Throughout the life-cycle of an issue record, it will pass through the different statuses for example, Raised, In Progress, On-Hold, Completed and Closed. In this article we will be discussing how to view the issue status list, create new issue statuses and editing existing statuses.

This article is split into three sections:

1. How to View the Issue Status List
2. How to Create a New Issue Status
3. How to Edit an Existing Issue Status

1. How to View the Issue Status List

To view the issue status list:

1. Navigator to Home then, Issue and then, Issues Statuses. You will be taken to a page as per the image below:

2. Select any status from the list and click on the  Options button and select View to view the Issue Status details.

2. How to Create a New Issue Status

To create a new issue status:

1. Navigate to Home then Issues and then Issue Statuses. 
2. Click the  Create button at the top right of the page and will be taken to the Create Issue page as per the image below:

3. From this page you will need to enter a Title for the status.
4. You will then need to select a State for your status.  The options for these states are as follows:

• • Open - The issue is in a standard 'open' state and is ready for progress.
  • In Progress - The issue has been raised and actions are currently being carried out.
  • Closed - The issue has been closed off or completed.
  • On Hold - The issue is open but is currently awaiting further progress. This may be due to awaiting a customer response, or not able to progress until external factors have progressed.
  • Cancelled - This issue has been cancelled.

5. Ensure that the Active option has been checked.

Items not marked as active in the system will not be available for selection.

6. Select Save to confirm your new issue status.

3. How to Edit an Existing Issue Status

To edit an existing issue status:

1. Navigate to Home then Issues and then Issue Statuses. 
2. Select an existing status from the list and click on the  Options button and select Edit - this will take you to the Edit Issue Status page as per the image below:

3. You will then be able to amend any of the detail fields.