Configure automatic Status Updates for Incident Service Records that are linked to Request, Change, or Problem Service Records.
Requirements
SysAdmin or Admin permissions
Service Record Edit permissions
Spaces Service Desk activated and enabled
Admins (with Service Record Edit permissions) can configure Automatic Status Update Rules for Incident Service Records that are linked to Request, Change, or Problem Service Records.
Related Items
Creating a Service Record Status Update Rule requires the relevant Service Records to be configured as Related Items.
To designate a Service Record as a Related Item, follow the steps here, which can be done in Spaces Hybrid Mode
How it works
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Create a Status Update Rule
To create a Status Update Rule, follow these steps:
Choose a Service Record Status (these represent Status options for Request/Change/Problem
Define the Status that linked Incidents should be automatically assigned
If there are Status Field values to exclude, include them in this list
Click Add
Click Save