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removing or disable an incident status RRS feed

  • Question

  • Hi all,

    Is it anyhow possible to remove the status: pending from the incident status list?

    We are not using this status in our organization and to prevent people from accidently setting an incident to pending we would like to remove or disable this one.

    Thanks in advance!


    Thursday, April 14, 2011 7:42 AM

Answers

  • You shouldn't need to delete the "Pending" status.  In my experience there are only two processes that allow a user to place an incident into a pending status -

    1. The "Change Incident Status" funstion in the Tasks Pane.  There are other ways to acheive the "Resolved" and "Closed" status or to Re-activate an incident without the use of this function.

    2. The "Request User Input" function int he Tasks Pane.  This function has never worked correctly for us, but by selecting this task it places the incident into a pending status by default.  The exchange connector includes the "Send Email" function that appears to make this obsolete anyway.

    With those two things in mind, with the Custom User Roles you can simply hide those two Tasks from view.  If a user cannot manually place an incident into a "pending" status or choose a task that does the same thing, then it doesn't matter if the status exists...

    Hope that helps.


    • Marked as answer by Bjkoekkoek Tuesday, April 19, 2011 11:42 AM
    Monday, April 18, 2011 1:24 PM