Changing the status of a ticket

You can change the status of a ticket manually or automatically.

About this task

In some situations, the system applies status changes automatically. Following are examples of automatic status changes:

When a user takes ownership of a record, the record status is automatically changed to QUEUED (the default) or to some other status configured by an administrator. For example, an administrator can configure a status change that is dependent on the site of the user who takes ownership or the site specified in the record.
When a global record changes status, its globally-related records are automatically updated to match the status change.
When a record has been in RESOLVED status for 10 or more days, its status changes to CLOSED. An administrator can remove this default behavior or change the number of days.

Display the ticket whose status you want to change.
Select the Change Status action, or click the change status icon .
In the New Status field, choose a status from the menu. You can enter a memo or descriptive text.
Click OK to change the status. If you change a record to a RESOLVED status, and you are the designated owner of that record, you might want to stop the timer or report the time spent resolving the issue.

When a service request reaches a status of RESOLVED or CLOSED, related activities (which are work orders) are updated to reflect the RESOLVED or CLOSED status.
In some cases, a follow-up record might change the status of its originating service request. These options are configured by the service desk administrator.
The system might be configured to route a record automatically when its status is changed or to notify another party of a status change. By default, Service Desk is configured to notify the Reported By and Affected Person users automatically within one day after a record status changes to RESOLVED and again within one day after the status changes to CLOSED.
When the status of a ticket changes, the system records the time spent in the status just ended and also the cumulative time spent in all statuses up to that point. The individual and cumulative status times are displayed in the View History dialog.