Request status
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All requests that are registered in SuperOffice have a status, such as Open, Closed or Postponed. Select Request in the navigator and in the Request status tab, you can see the request statuses already defined in the system, and create additional request statuses. A request status must be linked to one of the system's internal statuses, such as Open or Closed. Each internal status must be linked to at least one request status.
For example, you can create a new status called "Waiting for reply" as a more detailed variant of either Closed or Open, depending on how you want the system to process and report this status internally. You can also link custom logic to such statuses to streamline your business processes.
Settings
| Setting | Description |
|---|---|
| Name | The name of the request status. By default each internal status has a request status with the same name. |
| Internal status | The system's internal statuses. Each internal status must be linked to at least one request status. The system statuses Linked and Deleted are only used for merged requests and deleted requests respectively, and are not visible to the users. |
| Default | Indicates if this is a default status for the internal status. |
| Queue status | Indicates if requests with this status should be placed in the queue. Relevant if you use the Get next request in queue function. |
| Track time as | Used to report time usage in various phases of request management. The system calculates time used both in relation to defined "opening hours" and the whole 24-hour period. Choose from: in queue and awaiting processing; at internal decision stage; at external decision stage |