While reading this thread for the past 2 minutes this is exactly what was
developing in my mind. I think your reason to have Transferred is perhaps
because you transferred this ticket perhaps to an external vendor or
manufacturer - so basically the incident is 'outside' your system, although
its not completely resolved.
So instead of doing what you were thinking, I would 'Resolve' it too and add
a Resolution reason of Transferred. Resolution Reason field to the best of
my knowledge has little or no real workflow that will impact the process. So
it would be a quick fix to what you want, if your reasons for this
requirement is what Doug and me, among others who responded, guess it to
be..
Cheers
Joe
-----Original Message-----
From: Doug Blair
Sent: Thursday, July 19, 2012 12:39 PM Newsgroups:
public.remedy.arsystem.general
To: [email protected]
Subject: Re: Custom status in Incident Mgmt
Joe,
I hate to ask the obvious question but what does the "Transferred" status
signify? If you have transferred this incident to an external vendor or
another ticketing system isn't that a change in the assignment? The vendor
tab has a place to reference external tracking numbers too.
Doug
--
Doug Blair
+1 224-558-5462
Sent from my new iPad
Auto-corrected typos, misspellings and non-sequiturs are gratefully
attributed to Steve Jobs :-)
On Jul 19, 2012, at 8:03 AM, Joe <[email protected]> wrote:
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
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