How to modify Available Statuses for SOI-Help Desk Configuration

Document ID : KB000072272
Last Modified Date : 28/02/2018
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Introduction:
On SOI console, click on Tools-->Help Desk Configuration, this will bring up a new window for "Help Desk Configuration". How can we modify the list shown in yes Available Statuses in accordance to the existing available statuses in Help Desk system?
Below is the screen capture for the default options we have from "Help Desk Configuration".
User-added image
Instructions:
1. Please login to SAMSTORE from SQL Server. The Available statuses are stored in the table "dbo.HelpDeskConfiguration".

2. Run the following SQL Query.

update dbo.HelpDeskConfiguration
set ConfigXML = 'Please modify the value between these two single quotaitons'
where HDConfigID = 3


For example, by default the value for ConfigXML is below.
<root><hlpdsk-autoClearTicket>false</hlpdsk-autoClearTicket><hlpdsk-ticketStatus>Closed</hlpdsk-ticketStatus><hlpdsk-autoClearAlarm>false</hlpdsk-autoClearAlarm><hlpdsk-clrAlrmTicketStatus>Closed</hlpdsk-clrAlrmTicketStatus><hlpdsk-poll>true</hlpdsk-poll><hlpdsk-pollIntvl>60</hlpdsk-pollIntvl><tktStatuses><status>Closed</status><status>Closed-Unresolved</status><status>Problem-Closed</status><status>Problem-Fixed</status><status>Close-Requested</status><status>Resolved</status><status>Cancelled</status></tktStatuses></root>

If you would like to move "Resolved" status and add "Pending" status here. Please run the command:

update dbo.HelpDeskConfiguration
set ConfigXML = '<root><hlpdsk-autoClearTicket>false</hlpdsk-autoClearTicket><hlpdsk-ticketStatus>Closed</hlpdsk-ticketStatus><hlpdsk-autoClearAlarm>false</hlpdsk-autoClearAlarm><hlpdsk-clrAlrmTicketStatus>Closed</hlpdsk-clrAlrmTicketStatus><hlpdsk-poll>true</hlpdsk-poll><hlpdsk-pollIntvl>60</hlpdsk-pollIntvl><tktStatuses><status>Closed</status><status>Closed-Unresolved</status><status>Problem-Closed</status><status>Problem-Fixed</status><status>Close-Requested</status><status>Pending</status><status>Cancelled</status></tktStatuses></root>'
where HDConfigID = 3


Please ensure you use the format <status>Pending</status> to add the Status "Pending. Also delete <status>Resolved</status> from the entry.

3. Restart SOI manager services in order to fetch the Help Desk Configuration data from SAMSTORE again.

4. Now if you go to Help Desk Configuration page, you should be able to see the below configuration.
User-added image
Additional Information:
Because these steps will need to the manipulate data in SAMSTORE, so it is highly recommended to test in your test environment before you implement this on the production.