This documentation supports the 9.1 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Changing the incident request status

The status shows what stage the ticket is at in its lifecycle. By updating this field when you: begin to work on a ticket, resolve the ticket, and so on, you ensure that the system keeps the applicable Service Level Agreements (SLAs) up-to-date (you can look at the SLA Progress Bar at the top of the ticket to see the current status of the SLA). For example, some SLAs can be configured to stop the clock if you change the Status to Pending, while with other SLAs, the clock continues to run until you change the status to Resolved or Closed.

In addition to keeping the SLAs up-to-date, updating the status is an important part of keeping the customer informed about what is happening with the request and for keeping your personal and group service statistics current. For example, if a ticket is cancelled, it's important to move the status to Cancelled so that the system does not continue to include it in your personal and group statistics and to ensure that the applicable SLA does not appear to be breached.

When Remedy with Smart IT (Smart IT) is installed with Remedy IT Service Management (ITSM), and you update the status of a request either from Smart IT, or from any of the following application consoles, a work information note indicating the status change is automatically added. This work information note is displayed as an activity note in Smart IT.

  • Incident Management Console
  • Problem Management Console
  • Change Management Console
  • Release Management Console
  • Task Management Console
  • Work Order Console

However, if you do not have Smart IT, and you update the status from any of the above application consoles, a work information note is not automatically added.

To change the status

  1. Open the incident request.
  2. From the drop down menu of the Status field, select the new status.
  3. If prompted to, change the status reason
  4. Click Save.

These are the available statuses for incident requests.

Incident status
Comments
NewThis status is the default assignment value for all newly created incidents, before they are assigned to a support group or individual for action.
AssignedChange to this status after the incident is assigned to a support group or individual for action, but before work begins on the incident.
In ProgressChange to this status when you begin work on the incident.
PendingChange to this status when you must wait for another action to take place before you can start or resume work on the incident (some SLAs can be configured to pause the clock while the incident is in the pending state).
ResolvedChange to this status when you have resolved the incident.
ClosedChange to this status when the affected customer verifies the resolution (depending on how the system is configured, it can auto close incident tickets if the customer has not verified the resolution after a specified length of time).
CancelledChange to this status if work on the incident is cancelled.
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Comments

  1. Colin Rolls

    A work info gets added when the status changes, shouldn't this should be mentioned here?

    Mar 09, 2016 06:19
    1. Bhakti Paranjpe

      Hello Colin,

      Thank you for your comment.

      When you move an incident to the next stage, a work info is added only if you enter some information in the Notes field on the Modify Incident form. Adding a work info note is not mandatory and it is not automatically added.

      Thanks,
      Bhakti

      Mar 10, 2016 04:59
  2. Colin Rolls

    From my testing a work info gets automatically added, using ITSM 9.1 i'm changing the Incident status either via the Accelerator bar or using the Status drop-down and a workinfo is automatically added, eg: 'Status has been changed to Pending' , i'm not entering these myself, they get entered by the system when the status changes

    Mar 10, 2016 10:14
    1. Bhakti Paranjpe

      Hello Colin,

      I will confirm the behaviour with an SME and revert back to you.

      Thanks,
      Bhakti

      Mar 11, 2016 05:28
    1. Bhakti Paranjpe

      Hello Colin,

      A work info note is automatically added if you have BMC Remedy with Smart IT installed along with BMC Remedy ITSM in your environment. I have added a note describing this functionality to this topic.

      Thanks,
      Bhakti

      Mar 30, 2016 04:39
  3. Paolo Quaranta

    Hello,

    using localization (for example in italian) when I change TT status workinfo, note field in english as showed on previous table. 

    There's no way or workaround to localize this messages? I have to modify filters that makes push?

    Thanks best regards

     

    Mar 02, 2017 08:20
    1. Mokshada Shivarekar

      Hello Paolo,

      Thank you for inquiring. I will work with the SME and get back to you.

      Regards,

      Mokshada 

      Mar 06, 2017 01:22
    1. Jyoti Nerkar

      Hello Paolo,

      Sorry for a delayed response. 

      Is the issue resolved? Or feel free to contact us if you are still facing the issue.

      Thanks,

      Jyoti

      Oct 15, 2018 04:52
    1. Aditya Kirloskar

      Hello Paolo,

      Sorry for the delay in response. As per my discussion with the  SME, localization support is not provided for the text in the Notes field.

      Regards,

      Aditya

      Apr 05, 2019 04:49
  4. Jeff Desroches

    Hi Paolo,

    Are you able to provide a screenshot for your issue?

    Thanks,

    Jeff

    Mar 14, 2017 01:31
    1. Paolo Quaranta

      Hello Jeff,

      i have not permission to post image. Here the link of the screenshot:

      https://drive.google.com/file/d/0Bwt8wAhsjuvQYlhOSU5JMzdObnc/view?usp=sharing

      You can see on column "Tipo" (Type) in italian, but automatic Notes are in english. (ex: "Status are been changed to Pending")

      There's no way to write them in italian like Type?

       

      Thanks

      Paolo

       

      Mar 15, 2017 06:01
      1. Aditya Kirloskar

        Hello Paolo,

        Sorry for the delay in response. As per my discussion with the  SME, localization support is not provided for the text in the Notes field.

        Regards,

        Aditya

        Apr 05, 2019 04:55
  5. Paolo Quaranta

    Hello, 

    do you have news about my question?

    Thanks

     

    Best regards

    Paolo

    May 26, 2017 07:56
    1. Aditya Kirloskar

      Hello Paolo,


      Sorry for the delay in response. As per my discussion with the  SME, localization support is not provided for the text in the Notes field.

      Regards,

      Aditya

      Apr 05, 2019 04:56
  6. Mike Loch

    is there a way to disable the generation's of workinfo on status change?

    Feb 14, 2020 08:38
    1. Aditya Kirloskar

      Hello Mike,

      Thank you for your comment. I checked with the R&D team and they informed me that you cannot disable the generation of the workinfo details on status change. If you want, you can raise this idea on BMC Communities.

      Regards,

      Aditya

      Mar 04, 2020 01:56