SR Status Codes
Each service request has a status. These status codes are defined in SR Status Code Maintenance (11.1.15.7). The SR status is similar to the call status code, but must be managed manually.
You can define two statuses in SR Control (11.1.15.24).
SR Open Status
This is the general status for an open SR and the initial status for any new SR.
SR Close Status
The closed status is the final status of an SR and indicates all service activity for it is finished. You can delete and archive closed SRs.
SR Status Code Maintenance
SR Status Code Maintenance (11.1.15.7) illustrates SR Status Code Maintenance, which is similar to Call Status Code Maintenance.
SR Status Code Maintenance (11.1.15.7)
Status
Enter a unique name or code for this SR status. Making the name recognizable can help users identify its purpose more easily.
Description
Enter a brief description (maximum 24 characters) of this status. This description appears on the lookup you use to select statuses.
Sts ID
Use this field to indicate the order in which statuses occur in the life cycle of an SR. The lookup that displays SR statuses displays them in numeric order by the status ID, rather than alphabetically.
Next Status
Specify the status that normally follows this status in the SR life cycle. This field is for reference only.
Next Queue
Specify the queue to which SRs with the next status should be routed. This field is for reference only.
