Some Request/Incident/Problem Status codes stop the Service Type and others do not. What controls this behavior?

Document ID : KB000020022
Last Modified Date : 14/02/2018
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Description:

This document describes the functionality and how to modify it.

Solution:

You may find the setting in the Service Desk Web User Interface.

  1. Administration tab --> Service Desk --> Requests/Incidents/Problems --> Status

  2. Open the status detail as shown in Figure 1.

  3. There is the "Stop Service Type Events and Targets?". If you set 'Yes' here, the Service Type will be stopped when this status is chosen.

    Figure 1:

    Figure 1

    Also, the Service Type tab on the incident detail have the Delay/Resume button to stop/start the Service Type by manual as follows in Figure 2 and Figure 3.

    Figure 2:

    Figure 2

    Figure 3:

    Figure 3