I totally agree with the pending reason - only thing to keep in mind is that if there is an SLA tied to the ticket they would need to determine if they want the SLA to include the time waiting for the ticket to be taken care of.
Of course, we don't know whether the person that started this thread intended for it to be a pending status (ie ticket still open) or if they want it to be a done deal at that point (in which case it could be a status reason for the Closed status). ----- Original Message ----- From: "Joe Martin D'Souza" <jdso...@shyle.net> To: arslist@ARSLIST.ORG Sent: Thursday, July 19, 2012 2:47:24 PM Subject: Re: Custom status in Incident Mgmt ** That would be even better as Pending has Pending Reasons too and I know for sure that this field has no workflow that affects a process if values are added or subtracted.. The only piece of workflow it has it it makes it necessary to fill up a pending reason when the status is selected to be Pending. Great candidate too and better than the combination of Resolved and Resolution Reason. Thank you Roger.. how are you doing? Joe From: Roger Justice Sent: Thursday, July 19, 2012 2:39 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt ** It is still not resolved, it should be Pending and the Status reason can be transferred which can be added. -----Original Message----- From: Joe Martin D'Souza <jdso...@shyle.net> To: arslist <arslist@ARSLIST.ORG> Sent: Thu, Jul 19, 2012 2:36 pm Subject: Re: Custom status in Incident Mgmt While reading this thread for the past 2 minutes this is exactly what was developing in my mind. I think your reason to have Transferred is perhaps because you transferred this ticket perhaps to an external vendor or manufacturer - so basically the incident is 'outside' your system, although its not completely resolved. So instead of doing what you were thinking, I would 'Resolve' it too and add a Resolution reason of Transferred. Resolution Reason field to the best of my knowledge has little or no real workflow that will impact the process. So it would be a quick fix to what you want, if your reasons for this requirement is what Doug and me, among others who responded, guess it to be.. Cheers Joe -----Original Message----- From: Doug Blair Sent: Thursday, July 19, 2012 12:39 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Custom status in Incident Mgmt Joe, I hate to ask the obvious question but what does the "Transferred" status signify? If you have transferred this incident to an external vendor or another ticketing system isn't that a change in the assignment? The vendor tab has a place to reference external tracking numbers too. Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Jul 19, 2012, at 8:03 AM, Joe < hornetlo...@gmail.com > wrote: > We are looking to add a custom status in Incident Management. > Currently Statuses: > New > Assigned > In Progress > Pending > Resolved > Closed > Cancelled > > Would like to add another status called "transfered". > > > New > Assigned > In Progress > Pending > Resolved > Transfered > Closed > Cancelled > > What impact would this have? > > Multi-tendency (can we do it for just one company?) > > Windows, SQL Server05, ITSM 7.0.03 > > Thank you _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
