Manage request status settings

Destiny Help Desk users with the Manage Site Settings administrative permission can choose to require notes when requests move to a different status. They can also choose to send notifications when a request remains in a specific status for a set number of days.

To require notes or send notifications for a status that has remained static:

  1. Select Settings > Setup > Manage Request Status. The Manage Request Status page appears.

    Manage Request status settings.

  2. Next to the status you want to edit, click Edit icon.
  3. Do one of the following:
    If you want to...Then...
    Require a note when a request status changes
    1. Select the Notes Required checkbox.
    2. Click Save.

    When a request status is changed, the following pop-up appears:

    Notes required field.

    Create an automatic reminder when a status has not changed in a set number of days

    Important: Notes created from automated status reminders on requests appear as external notes.
    1. On the right-hand side, click + Add new record.
    2. Enter the following:

      Request notifications setting

      • Days: Enter the number of days the notification needs to be sent out if the request remains in that status.
      • Note: Enter the text you want the notification to show.
      • Notify Roles: Select which roles you want to receive the notification.
      • Notify Assigned Users: To notify assigned users, select this checkbox.
      • Notify Pending Users: To notify pending users, select this checkbox.
    3. Click Checkmark icon..