You can create your own custom status field and hide the OOB one. Then use workflow to change the OOB status value as your custom values change. You may have to fiddle with the OOB workflow that relies upon the original status values though which will require a lot of QA testing to make sure that there are no negative effects hanging around.
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Boyd, Rebecca Sent: Thursday, July 19, 2012 9:29 AM To: [email protected] Subject: Re: Custom status in Incident Mgmt ** Roger's right. Do not insert a status. This is what you have now: 0 - New 1 - Assigned 2 - In Progress 3 - Pending 4 - Resolved 5 - Closed 6 - Cancelled If you insert a status, this is what you will have: 0 - New 1 - Assigned 2 - In Progress 3 - Pending 4 - Resolved 5 - Transferred 6 - Closed 7 - Cancelled So everything with a status of value of 5 & above will be messed up. If you are running any queries or SLAs where the status < Resolved, Transferred will not be included. You could try adding a status reason. On my version of 7.5, that means I have to add the value to sys:status reason menu items & update Status_Reason_Hidden on HPD:Help Desk. I'm not sure what your end goal is, but there a couple of fields (on 7.5) which count the individual, group & total transfers. Maybe these would help? On Thu, Jul 19, 2012 at 9:39 AM, Roger Justice <[email protected]<mailto:[email protected]>> wrote: ** Status is a selection filed so you cannot do it for one company. Also it store sequential values 0-1-2-3-4 so it will need to be added as the last value or all exiting data will display improperly. -----Original Message----- From: Joe <[email protected]<mailto:[email protected]>> To: arslist <[email protected]<mailto:[email protected]>> Sent: Thu, Jul 19, 2012 9:03 am Subject: Custom status in Incident Mgmt 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 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> attend wwrug12 www.wwrug12.com<http://www.wwrug12.com> ARSList: "Where the Answers Are" _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG12 www.wwrug.com<http://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"
