CA SDM: status transition end user update status to WIP

Document created by TMACUL Champion on Aug 28, 2015Last modified by TMACUL Champion on Apr 21, 2016
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Sometimes we have available on CA SDM (standard), options for Close Ticket or left open

 

usuario_incident_RE.jpg

 

 

or we can reopen a closed ticket

 

usuario_incident_REOPEN.jpg

 

BUT how can we update to WIP and keep running SLA?

 

ST_WIP.jpg

 

follow - Steps  how to do:

 

 

ImagemDescrição
CASDM_Login.jpg01. Login with enduser on CA Service Desk Manager
usuario_home.jpg02. Open Incidents
usuario_incident_list.jpg03. Select some ticket on it status is RESOLVED - "RE"
usuario_incident_emandamento.jpg

04. It´s image show us "Em Atendimento" button an possibility where end user can update status.

usuario_incident_emandamento_update.jpg05. finally... Update screen
Finally, how do to:
CASDM_Login.jpg06. Login using administrator account
CASDM_Menu_Adm_ServiceDesk.jpg07. Service Desk
CASDM_Menu_Adm_ServiceDesk_SIP.jpg

08. Request/Incident/Problem

CASDM_Menu_Adm_ServiceDesk_SIP_status.jpg

10. Incident Transition - Select Status Transition for Incidents

StatusTransitionLIst.jpg11. Status Transition list will appear
EditStatusTransition.jpg

12. Edit Status Transition

EditStatusTransition_2.jpg

 

13. Transition Type


 

14. Create
StatusTransitionType.jpg

15. Type your needs

16. Save

 

CA SDM: Habilitar transição de status para o usuário final

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