Service Manager
This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.To view the help for the latest version of Service Manager, click here
About Creating a Custom Problem Status
You can create a custom status for a problem, and determine the order of transition for the custom state.
•Adding a Custom State to the List of Problem States
Problem Status Transitions
By default, a problem is constrained by the different states in its lifecycle. For example, when a problem is in the logged state, the next state is investigation. From investigation, it can be set to identified. (See Problem State Transitions Reference for a list of the problem states.)
Problem Lifecycle
Adding a Custom State to the List of Problem States
Follow these steps to add a custom state to the list of problem states that is available in Service Manager:
1.From the problem record, click Edit in the Status field. The Status window appears.
2.Click Add. The New Problem Status Workflow window appears.
3.Enter information into the fields.
Field | Description |
---|---|
Current Status | The current status. Probably logged. |
Next Status | The name of the new status. |
Sort Order | The number of the order the current status should be. |
4.Click Save.
5.Choose the new status to add it to your problem.
6.Click Save. All new problems now have the new status available from the drop-down list.
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