Adding a Status to My Items

By default, the My Items table in Self Service is configured to show incident, service request, and approval records. As such, the values for the MyItem status object contains statuses from the incident, service request, and approval business objects.

When adding a custom status to any of these business objects, you must also add it to the My Item (FRS_MyItem) object field for it to appear.

Method 1 - Using the My Item Status Workspace in the Service Desk Console

1.

Log into the Service Desk Console as an administrator, then open the My Item Status workspace. The list of items appears.

2.

From the toolbar, click New My Item Status. A blank form appears.

3.

Enter the new status into the text box.

4.

Click Save from the toolbar. The status appears on the list.

Method 2 - Using the My Item object in the Configuration Console

1.

Within the Configuration Console Main Menu, choose Business Objects, then open the My Item object. The object details page appears.

2.

From the Object Fields tab, choose Status. The Status Details page appears.

3.

In the Pick List area, click values. The list of statuses appears. Notice that default statuses from incident, service request, and approval are also included.

Add a Custom Status Value

4.

Click Add. The New Status window appears.

5.

In the Status field, click Add, then add the new status such as waiting. To enter a localized value for the new status in any of the available locales, enter the value in the appropriate column.

6.

Click Save to close the window, then click Close.

7.

Click Save from the toolbar.