Call Status Titles

Analysts can select a Call Status Title when forwarding, deferring or closing a call, to indicate the status of the call (such as Resolved, In Progress, Investigation).

You can create, rename and delete Call Status Titles, as well as change the order in which they are displayed.

Creating a Call Status Title

Before you start

As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.

Ensure you are in the correct partition before applying the settings.

You must have IPK Setup selected in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.

1. Select ≡ > Admin > System Administration. The System Administration window appears.

2. In the Explorer pane, expand IPK Management.

3. Select Call Status Titles to open the window. A list of existing call status titles appears. You can adjust the column widths if required.

4. Select the Add icon. A new row is inserted in the browse table.

5. Type the name of the call status you want to create.

6. Define settings for the call status:

Default	This field has a specific impact on fields in Nano, which differs to its use in Core. Default status to display on the Call Defer window in Core, and the default status assigned to new calls created in Nano. Only one status can be set as a default status.
Resolve	Default status to display on the Call Close window in Core. Only one status can be set as a resolve status.
Parent Status	This setting applies only to Nano. Select to designate a status as the parent of the statuses beneath it. Multiple parent statuses can be defined, turning each status between them into 'child' statuses of the parent above. Only statuses defined as Parents appear as columns in the Kanban layout in Nano, and each call appears within its parent status column.
Close	This setting applies only to Nano. When a status with this setting is assigned to a call in Nano, that call is closed. Closed calls can be reopened in Nano using the Re-Open button; changing the status will not automatically re-open it.
Portal Close	Status available for closing via the SSP
Portal Reopen	Status available for reopening via the SSP
Clock Stop	Prior to build 13333, this setting applied only to Nano. Selecting this status for a call in Nano will stop the SLA clock. Statuses without this setting will start the SLA clock. Analysts can change a Call's Status (on Forward or Defer Screens) and the Suspended Until option will be automatically selected.
Suspend Time	Prior to build 13333, this setting applied only to Nano. When an Analyst selects a status that suspends the SLA clock, the Suspend Time will be set to the number of hours in the future specified here. Stopping the SLA Clock is then handled by the assigned SLA on the Call to stop the clock if configured.
Resume Service	Prior to build 13333, this setting applied only to Nano. Selecting this status on a call in Nano resumes service. SLA events will be closed; changing the status will not re-start the clock.
Start Clock	This setting applies only to Nano. Indicates this task should automatically start the SLA clock.
Image	This setting applies only to Nano. Select an image from the list to indicate to users in Nano what function or action will be performed on the work item when it is saved with that status. Any image can be assigned to any status. Select None to display no image. Options: Approve Authorize Close (Any status configured to close the call should be assigned the Close image). None (No Image) Reject Service Resume Stop Clock Unauthorize Update User
Awaiting Action	This setting applies only to Nano. This status flags the ticket as requiring action to be taken. Analysts in Nano are able to search and view these "Up for Grabs" easily before they breach or escalate.
User Updated	This status should apply when a user updates a ticket. This is the status that sets the User Updated flag to True.
User Update Status	This is the status of the ticket when the user updated status is triggered. How it works: The current status of the Call, set in the first column, will be evaluated by the system when changing the call’s status during a user update. To maintain the same call status, the same status can be selected in the user update status column. Similarly, if the “User Update” checkbox is not enabled, the call will retain its status for updates made by the user through the SSP or via email. e.g.: All Calls that have the "In Progress" status now will have the status "User updated" after the user does an update via email or the SSP. All status titles are configurable, allowing different names to be customized. The statuses configured will be present in the” User Update status” dropdown. Service Level Agreement Suspension will automatically unsuspend an SLA on corresponding Open Calls when the Call is updated by the customer via email or the Self-service portal. When the checkbox "Start Clock on Unsuspension" is enabled, if the Call is suspended when the User updates the Call via email or in the SSP by adding a note/attachment, it will automatically unsuspend the Call and start the SLA clock. The "Start Clock on Unsuspension" will be evaluated against the new status set after the update so ensure you have enabled the checkbox for that particular new status set.

6. Save the changes. Provide the Change Reasons if prompted to do so.

Updating a Call Status Title

1. Select ≡ > Admin > System Administration.

   The System Administration window appears.

   In the Explorer pane, expand IPK Management.

2. Select Call Status Titles to open the window.

3. Select the status you want to update and make the necessary changes. You can overwrite the existing name with a new one, select/deselect the setting checkboxes, or change the order in which the statuses are listed on the defer, forward, or close windows using the and buttons.

4. Save the changes. Provide the Change Reasons if prompted to do so.

Deleting a Call Status Title

1. Select ≡ > Admin > System Administration.

   The System Administration window appears.

   In the Explorer pane, expand IPK Management.

2. Select Call Status Titles to open the window.

3. Select the call status title you want to delete. Select . If you attempt to delete the system default, you will receive a warning message.

4. Save the changes. Provide the Change Reasons if prompted to do so.