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Tracking workflow stages of a record

Status values enable you to track the workflow stages of a record. As an administrator, you can configure status values of the workflow stages according to your organization's requirements. The list of status values can be sorted by columns. Based on your requirements, you can also change the default status values for both types.

The following image shows a sample status workflow:

The following topics are provided:

Types of status values

There are two status types: Open (O) and Close (C). You can configure only one default status for each status type. The following table provides examples for status types:

Status typeExample
Open (O)
  • Open
  • Active
  • In-progress
  • Pending
Close (C)
  • Resolved
  • Verified
  • Cancelled
  • Closed

Creating status values

  1. On the header bar, expand the hamburger menu  and select Configuration.
  2. Click Lookups > Status.
  3. On the Status page, click New.
  4. In the New Status dialog box, in the Status Name field, enter a name for the new status.
  5. (Optional) To mark this status as default, select the Mark as default check box.
    You can edit a default status but cannot delete it unless you define another status as default.
  6. In the Description field, enter an appropriate description about the new status.
  7. In the Status Type list, select one of the following types:
    • To assign the status as open status type, select O.
    • To assign the status as closed status type, select C.
  8. (Optional) If you do not want to include the time that a record is in this status in the overall time needed to resolve the record, select the Stop The Clock check box.
    For example, a status On Hold has the Stop The Clock check box selected. The due date for a record is four hours and the record is in the On Hold status for two hours. In this case, the time spent by the record in the On Hold status (two hours) does not affect the due date of the record, which is still four hours. The clock starts after the status of the record changes.

  9. (Optional) To prevent users from using a status, select the Mark as Inactive check box.
  10. Click Save.

Configuring assignment status progression

If you have multiple assignments that are linked to a ticket, based on a Close status type selected for the first assignment, you can configure the status of the next linked assignment. After you mark the status of the first assignment as Resolved, you can configure that the status of the next assignment in the sequence must change from Open to In Progress. If an assignment has multiple predecessor assignments, then its status will change only when all predecessor assignments are closed. For more information on successor and predecessor assignments, see Linking predecessors and successors to an assignment.

For example, the ticket to on-board a new hire has the following three linked assignments:

Assignment
sequence
DescriptionStatus of current assignmentStatus of next assignment
1Human resources department must create a new employee ID.ResolvedOpen
2After Human resource creates an employee ID, the IT department must assign an email address and provide access to applications.ResolvedOpen
3After IT provides access to various applications, Payroll must open a new bank account for the new employee.ResolvedNA

To configure assignment status progression

  1. Navigate to the Status page (hamburger menu  > Configuration > Lookups > Status).
  2. On the Status page, from the More Actions menu , click Assignment Status Progression.
  3. In the Assignment Status Progression dialog box, in the When Predecessor Assignment(s) status are list, select a status for the predecessor assignment.
  4. In the From list, select the status of the successor assignment that you want to change.
  5. In the To list, select the status that you want as the current status of the successor assignment.
  6. Click Save.

Editing or deleting status values

  1. Navigate to the Status page (hamburger menu  > Configuration > Lookups > Status).
  2. On the Status page, perform one of the following actions:

     To edit the status
    1. Select the status you want to modify and click Edit.
    2. In the Status: statusName dialog box, edit the required fields.
    3. Click Save.
    To delete the status
    1. Select the status you want to delete and click Delete .
    2. On the confirmation message, click Yes.

Related topics

Creating and managing tickets

Creating and managing assignments

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