Manage request status settings

Users with the Manage Site Settings administrative permission can do the following when requests do not change or move to a different status:

  • Require notes.
  • Add custom status reasons.
  • Send notifications when a request remains in a specific status for a set number of days.

Use the table below to see which statuses let you require notes, add a reason, or send notifications.

Status Ability to require notes Add status reasons Send notifications
Approved Checkmark icon.   Checkmark icon.
Assigned     Checkmark icon.
Canceled Checkmark icon.    
Closed Checkmark icon.    
Completed Checkmark icon. Checkmark icon.  
Declined Checkmark icon.    
Duplicate Checkmark icon.    
In Progress Checkmark icon.   Checkmark icon.
On Hold Checkmark icon. Checkmark icon. Checkmark icon.
Pending Checkmark icon.   Checkmark icon.

To require notes, add a reason, or send notifications:

  1. Select Settings > Setup Items > Manage Request Status. The Manage Request Status page appears.

    Manage Request status settings.

  2. Next to the status you want to edit, click Edit icon..
  3. Do one of the following:
    If you want to...Then...
    Require a note when a request status changes
    1. Select the Notes Required checkbox.
    2. Click Save.

    When a request status is changed, the following pop-up appears:

    Notes required field.

    Add a reason users choose from when changing a request status
    1. In the Status Reasons section, on the right-hand side, click + Add new record.
    2. Enter a Reason. Manage Request Types, Status Reason section.
    3. Click Checkmark icon..

    Create an automatic reminder when a status has not changed in a set number of days

    Important: Notes created from automated status reminders on requests appear as external notes.
    1. In the Notifications section, on the right-hand side, click + Add new record.
    2. Enter the following:

      Request notifications setting.

      • Days: Enter the number of days after which the notification is sent out if a request status remains the same.
      • Note: Enter the text you want the notification to show.
      • Notify Roles: Select which roles will receive the notification.
      • Notify Assigned Users: To notify assigned users, select this checkbox.
      • Notify Pending Users: To notify pending users, select this checkbox.
    3. Click Checkmark icon..

    Notes:

    • Automated reminders post a note to requests at 6am the day after the request meets the Days threshold.
    • You can manually post an external note for a specific status that has been in that status for the set number of days by clicking Run this Notification icon..