More Information
The Call Status 'terms' in versaSRS HelpDesk do not imply particular system behaviour on first call logging (except for Dormant Status - see below for details), they are simply labels to help define different states of progress or focus.
The Call Status labels can be changed through the versaSRS HelpDesk menu 'Administrator > System Tools > Manage System Tables --> Call Status Dropdown'.
Call Status Definitions;
Current - Shows all Calls with a status of New, Open and Pending in the main Call List of the application.
New - When a call is logged Manually, or via email, the initial status is always set as 'New'. It will stay in this state until an update to the call is performed by an operator, indicating that it is no longer just new and has been actioned.
Open - Indicates that the call is being worked on, or has had its status changed by an operator, to show that it is open and being worked.
Re-opened - If a call has been closed, and an email update has been received by the requestor via email, the call will come out of closed state and change to 'Re-opened'.
Pending - Is a way of indicating that the call is 'waiting' on something, either the requestor or something else. No system business logic is implied.
Stalled - When a call is set to stalled, a 'stop-the-clock' is applied to the due date & time (striked out). When the call is taken out of the Stalled state, a NEW due date is calculated based on the original due date + the elapsed time for which it was stalled.
Dormant - A call can be put into dormant state by setting it to this status. This means that the call is put into 'hybernation' and will re-activate, and therefore become visible in the main call list again, when it reaches a defined date & time. Dormant calls are different to scheduled calls, as they are actual calls in the system, which can still be actively worked on, but they do not come alive visually until you set them to do so. They are used primarily for future dated situations that need to be addressed (e.g. software renewals, warranty renewals, future events, etc) but you don't want the calls visually sitting there in the main call list. To set the Dormant status you need to open the call, select 'File > Properties', then click the Special Tab, set a future Date, then click the Reset button, followed by a Save & Close to the call as usual.
Dead (or Duplicate) - Ability to "Trash" or "Delete" a call. Please note, calls are never truly deleted from the database, only marked as Dead. Typically, calls with this status are excluded from reporting, etc.