You can create a custom status for a problem, and determine the order of transition for the custom state.
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.)
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.
|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.|
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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