We need to modify the Global sub-statuses and make them Service Specific Sub-statuses? Issues and Concerns

[Sahana. Shenoy]

All,

We would like to restrict these Global Sub-status values for some of the Services , as we do not want other services to have a visibility of all the Global Sub-statuses and rather provide them the visibility depending on what they generally use. (Mainly Service Specific ONLY)

I tried to achieve this by creating the Service specific Sub-statuses and bring the Status of the Global ones to Retire/Draft. But I am afraid this would then have an impact on many open tickets which are using these Global Sub-statuses and they will be impacted, as those tickets might show the sub-status as Invalid. Moreover we do-not have any option to bulk update the Sub-status values of those open tickets to Service Specific Sub-statues. So how can we achieve this without impacting the tickets. If you need to discuss more in details, I can log a Ticket with Customer Support Team. Do let me know?

Regards,Sahana

[Steve Giller]

I'm not sure this would be one for Support, as nothing is broken here, however Expert Services would be able to assist.

Off the top of my head I would suggest that you could create an Auto Task that checks the current sub-status and then updates the sub-status to the equivalent Service-Specific sub-status, then assign that to a Custom Button. You could then use the button to update any Requests that have an old, Global sub-status where required.

[Sahana. Shenoy]

Thanks for the response @Steve Giller. I will try this option and check how does this work.