will.good Posted February 2 Share Posted February 2 Hi, In the request insights, it appears to be showing that all our requests start off as being in a status of Open. On our instance, once a request is logged the status is set to New and then when it is assigned an owner it will change to Open (done via Business Process) Is this a bug or as designed? Link to comment Share on other sites More sharing options...
James Ainsworth Posted March 4 Share Posted March 4 Hi Will, Not a bug. However, the Insights is highlighting that when a request is created the status seems to default to the status of Open and then in the workflow you are immediately changing it to New. I'll see what more I can find out. I believe that some time ago the default used to be set to New and that may have changed over time as the majority of users may not be using response times along with the status of New. If that's the case we can look into providing more options to what the starting status is. Link to comment Share on other sites More sharing options...
davidrb84 Posted March 12 Share Posted March 12 Only slightly related to the above. How do I find the request insights in the interface? I went looking but couldn't see? Link to comment Share on other sites More sharing options...
Steve Giller Posted March 12 Share Posted March 12 It will appear for Resolved and Closed Requests, on the right-hand flyout menu. Link to comment Share on other sites More sharing options...
davidrb84 Posted March 13 Share Posted March 13 Thanks Steve, not sure how I missed that! Link to comment Share on other sites More sharing options...
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