Defining Custom Status Labels

Use the Custom Status Labels screen to create custom labels for iSupport’s work item status levels. These labels will be included in views and reports, and will appear for selection in work item screens; however, you can restrict access via the Template and Support Representative Group configuration screens. Use the Order of Precedence link in the Custom Status Labels screen to set which will prevail if both a template and a support representative group have a restricted status.

You can also create labels that will appear to customers using mySupport.

If you have the Incident Management Edition, you can define labels for the following work item types:

Company: (no standard types) Example
Incident: Open, Closed, Suspended, Scheduled, Reopened Example
Service Contract: Active, Inactive, Suspended, and Expired Example

If you have the Service Desk Edition, you can define labels for the following work item types:

Change: Open, Closed, Suspended Example
Problem: Open, Closed Example
Purchasing: Open, Closed Example
Configuration Item: (no standard types) Example

Note: For all except Company and Configuration Item, there must be at least one status label of each type. For Incident, there must be only one Reopened and Scheduled type.

Label	Enter the name for the status.
Alternate Label on mySupport	Enter the status label to appear on the mySupport portal. Enable the status label via the applicable Display tab in the mySupport \| Portals \| Options configuration screen.
Type	Select the work item basis for the custom status label: Incident: Open, Closed, Suspended, Scheduled, Reopened Note: Since there can only be one Reopened status label for incidents, it will not be available for new status labels. Service Contract: Active, Inactive, Suspended, and Expired Service Desk Edition Change: Open, Closed, Suspended Problem: Open, Closed Purchasing: Open, Closed
Position	Select the number of the position for the status to display in the Status field dropdown list. (Row one will be the first status, row two will be the second status, and so on.)
Default List (Incidents/Changes)	Enable to include the status as an available option in the default list that will appear in the Status field when a support representative creates a new incident or change. If not enabled, the status will only display if configured for a template that has been applied, set as the default status (on Incident or Change Basics for an email account or mySupport Portal Options), or a rule configured with the Change Status Label action is met. Note that status label display can also be controlled via the Restrict Statuses/Statuses to Display fields on the Advanced tab in the Incident and Change Templates screen and on the Work Item UI tab in the Rep Group configuration screen (applies only to each support representative’s primary group).