The Beetil Blog
Blog » Incidents and Customisable Statuses
Many of you may have noticed that the Incident screen has changed ever so slightly. This is to make room for the new customisable incident statuses.
Customising your incident statuses will allow you to build a basic workflow so that you can handle and manage incidents more effectively. You can add customisable statuses for any service you have within Beetil.
You can configure your customisable statuses from the admin | services menu.
The screenshot below illustrates some of the statuses we’ve set up for our Beetil service, and also how to add incident statuses for a service. You can create various unresolved statuses and resolved statuses. To change the order of a status drag and drop the handle beside each. The first “not resolved” status and the first “resolved” status in the list become the defaults (e.g. in our example the defaults ”New” for unresolved, and “Awaiting Internal Review” for resolved).
You can also choose whether or not you also want the ‘Closed’ checkbox checked by default.
Once you’ve set up these custom statuses you’ll notice that’ll appear within Incidents now.
These statuses are also visible on the customer portal for your customers as well, the screenshot below shows the custom status on the customer portal.
At the moment custom statuses don’t trigger anything. You’ll notice that we have statuses “With Customer” and “On Hold” these are only arbitrary values that represent the status of the Incident mainly for reporting purposes and to gauge the state of an Incident from a glance.
If you have any questions please don’t hesitate to get in touch. As usual feedback and suggestions are more than welcome. If you need to send an SOS to support you can catch us on the normal channels at support@beetil.com, +64 4 8949110, or catch us around the Campfire.
June 15th, 2011
Hi,
we love this idea and have implement similar statuses, however I can’t see how we report on them? Am I missing something?