Configuring the sequence of steps in the Progress Map

You can globally define a different sequence of steps in the Progress Map for all of your Tickets of a specific type, by modifying a system property.

Applying a sequence globally to all Tickets of a specified type

About this task

You can modify system properties to apply a sequence of progress steps to all Tickets of a specific type that you process in your data center. After you modify a system property, all Tickets of the type you selected have Progress Maps that reflect the specified sequence.

Table 1. Ticket Type system properties
Ticket Type	System property	Default step sequence
Service Request	pmgui.progressmap.sr.ticket.seq	`SRSTATUS\|NEW SRSTATUS\|APPR SRSTATUS\|QUEUED SRSTATUS\|PENDING SRSTATUS\|INPROG SRSTATUS\|RESOLVED SRSTATUS\|CLOSED`
Service Catalog Service Request	pmgui.progressmap.sc.sr.ticket.seq	`SRSTATUS\|NEW SRSTATUS\|APPLM SRSTATUS\|APPFM SRSTATUS\|APPR SRSTATUS\|QUEUED SRSTATUS\|PENDING SRSTATUS\|INPROG SRSTATUS\|RESOLVED SRSTATUS\|CLOSED`
Problem	pmgui.progressmap.problem.ticket.seq	`PROBLEMSTATUS\|NEW PROBLEMSTATUS\|QUEUED PROBLEMSTATUS\|PENDING PROBLEMSTATUS\|INPROG PROBLEMSTATUS\|RESOLVED PROBLEMSTATUS\|CLOSED`
Incident	pmgui.progressmap.incident.ticket.seq	`INCIDENTSTATUS\|NEW INCIDENTSTATUS\|QUEUED INCIDENTSTATUS\|PENDING INCIDENTSTATUS\|INPROG INCIDENTSTATUS\|RESOLVED INCIDENTSTATUS\|CLOSED`
Self Service Center Service Request	pmgui.progressmap.ssc.sr.ticket.seq	`SRSTATUS\|NEW SRSTATUS\|QUEUED SRSTATUS\|INPROG SRSTATUS\|PENDING SRSTATUS\|RESOLVED SRSTATUS\|CLOSED`
Self Service Center Service Request SLAHOLD	pmgui.progressmap.ssc.sla.sr.ticket.seq	`SRSTATUS\|NEW SRSTATUS\|QUEUED SRSTATUS\|INPROG SRSTATUS\|PENDING SRSTATUS\|SLAHOLD SRSTATUS\|RESOLVED SRSTATUS\|CLOSED`
Self Service Center Service Catalog Service Request	pmgui.progressmap.ssc.sc.sr.ticket.seq	`SRSTATUS\|NEW:SRSTATUS\|APPLM:SRSTATUS\|APPFM SRSTATUS\|APPR SRSTATUS\|QUEUED SRSTATUS\|INPROG SRSTATUS\|PENDING SRSTATUS\|RESOLVED SRSTATUS\|CLOSED`
Self Service Center Service Catalog Service Request SLAHOLD	pmgui.progressmap.ssc.sla.sc.sr.ticket.seq	`SRSTATUS\|NEW:SRSTATUS\|APPLM:SRSTATUS\|APPFM SRSTATUS\|APPR SRSTATUS\|QUEUED SRSTATUS\|INPROG SRSTATUS\|PENDING SRSTATUS\|SLAHOLD SRSTATUS\|RESOLVED SRSTATUS\|CLOSED`
Self Service Center Incident	pmgui.progressmap.ssc.incident.ticket.seq	`INCIDENTSTATUS\|NEW INCIDENTSTATUS\|QUEUED INCIDENTSTATUS\|INPROG INCIDENTSTATUS\|PENDING INCIDENTSTATUS\|RESOLVED INCIDENTSTATUS\|CLOSED`
Self Service Center Incident SLAHOLD	pmgui.progressmap.ssc.sla.incident.ticket.seq	`INCIDENTSTATUS\|NEW INCIDENTSTATUS\|QUEUED INCIDENTSTATUS\|INPROG INCIDENTSTATUS\|PENDING INCIDENTSTATUS\|RESOLVED INCIDENTSTATUS\|CLOSED`

Note: The .ssc property controls the progress map in the Self Service Center application. The .sla property controls the progress map when an SLA hold may be, and is, applied to a ticket.

To modify a property to set a different sequence for all Tickets of a specified type, perform the following steps:

Procedure

Open the System Properties application (Go To > System Configuration > Platform Configuration > System Properties) and open the pmgui.progressmap.<ticket_type>.ticket.seq property you want to modify.
Click Filter, type pmgui.progressmap.<ticket_type>.ticket.seq in the Property Name field, and press Enter to open the property.
Click the small triangle beside the Ticket Type property name to display additional information about the property. The Global Value field lists the status values that are used for the Progress Map and Status field for all Tickets of the specified type. These values are listed in their current sequence.
Edit the contents of the Global Value field to reflect the sequence of steps that you want to use for all of your Tickets of the selected type.
Click to save your changes.
Check the box beside the modified Ticket Type property, and click to refresh your system properties to update the property.

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