AnsweredAssumed Answered

Request Status Configuration and Design Guidance Needed

Question asked by j.barger on Oct 28, 2016
Latest reply on Nov 3, 2016 by j.barger

I'm developing a series or request workflows in service desk and beginning to find a pattern where i'm continually creating new status types when inserting a new area.  For instance the last request workflow had about a dozen custom stages that might occur through the workflow and I'm wondering if I'm approaching this appropriately. Multiply all of these custom statuses across roughly 20 or 30 request applications we are porting into SDM and you can see where I am going with this. The problem is many of these request processes are very much a snowflake unto themselves and I'm concerned that if I try to re-purpose some of the status types to any other request workflow we may run into problems where the status triggers off a custom PAM process specific to how that area operates. 


So do I …



continue spinning up new sets of custom statuses for my work area's depending on need?


re-purpose ticket statuses as much as possible?


Some third avenue that I have yet to discover?


Any insight or guidance is greatly appreciated.