⚐ Note: At any time, in the status view workspace, turn on the Return to previous version to return to ASMS Administration Console state management.
In this module, configure the statuses through which a case can pass.
Creating Statuses / Service Desk
1. To create a case status, log in to the ASMS Admin Console in the Service Desk from the main menu, select the States. In the information view, click the (+) and define the type of case and model; in the Detail View you will be able to fill in the basic information of the status of the case.
| Fields | Description |
|---|---|
| Field Name | Enter the name of the state. |
| Course Description | Enter a description of the state. |
| Profile | Select a profile for the state. |
Set Status Color
2. To assign a color to a state, select the Color Palette. Choose the desired color and save the changes.
3. When the setup is complete, click Save to confirm changes made; in the Status View, the assigned color will be visible and you will be able to display a confirmation message.
4. To create a transition, select any of the points that are activated within the state and extend it to the next desired state. The transition is represented by an arrow that joins two states.
5. To delete a transition, select it and click the Erase. You will be able to display a message confirming the operation.
6. Once you have created all the transitions between the states, you can create the reasons for each transition. To do this, select the transition and in the window State Properties click on the Add Reasons button (+); Enter the name of the reason and click the Save.
State behavior
7. This option allows you to assign behaviors to each of the states. To do this, select a state, and in the State Properties, select the behavior of the state.
⚐ Note:
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- In the initial states, the state behavior option will NOT be displayed because it is the first state of the flow.
- In the initial states, the state behavior option will NOT be displayed because it is the first state of the flow.
-
- In the final states you can choose the Voided behavior for cases such as changes, incidents, service requirements. For release cases, you can choose the Incomplete Closed behavior. If you do not choose any behavior in the final states, the tool interprets it as a closed state.
8. For intermediate states, the following behaviors are per management module:
Behaviors for Service Requirements and Incidents
| Behaviour | Description |
|---|---|
| Solved | Resolved state, the solution field is required in the state. |
| In progress | The case is being handled by the specialist. |
| Look forward | The case is waiting for some action on the part of the user. |
| Scheduled | It returns the case to a previous state, from a scheduling date given by a specialist.” |
Behaviors for Problems
| Behaviour | Description |
|---|---|
| Solved | Resolved state, the solution field is required in the state. |
| Evaluation | The error is being evaluated. |
| Root Cause Analysis | The cause of the error is being analyzed. |
| Correction in process | The solution is being carried out. |
| Scheduled | It returns the case to a previous state, from a scheduling date given by a specialist.” |
Behaviors for Change
| Behaviour | Description |
|---|---|
| Evaluation | The feasibility of the change is evaluated. |
| Approved | The change was approved. |
| Scheduled | Dates have been set for the change. |
| Construction | Change is being implemented |
| Revision | The change is in pre-production testing. |
| Scheduled | It returns the case to a previous state, from a scheduling date given by a specialist.” |
Behaviors for Releases
| Behaviour | Description |
|---|---|
| Approved | The release was approved. |
| Planning | Release planning is underway. |
| Scheduled | It returns the case to a previous state, from a scheduling date given by a specialist.” |
In addition to the related behaviors, the following differentiated behavior must be taken into account:
- Scheduled Behavior: This behavior applies to states other than initial, end, and whose previous state is not initial. You can configure two consecutive states with the Scheduled behavior, but in the specialist console the validation will be carried out that the previous state does not have the Scheduled behavior, if so, the behavior configuration for the new state is ignored.
Enable Obligatory Note
It is possible to request a mandatory note in different states on the same form.
This action allows you to view in the ASMS specialist console, when the case enters the state where the mandatory note was configured, a window is displayed to enter the status change note.
⚐ Note: The mandatory note only applies to the Specialist Console (ASMSSpecialist) and for case types (Service Requirements, Releases, Changes, Problems and Incidents).
Conditions in states
This functionality allows you to configure conditions on each of the states and thus define a flow by conditions.
⚐ Note: Conditions are enabled only for intermediate states.
9. To set a condition, select an intermediate state and on the right side of the screen click on the Edit.
10. In the Condition window, fill in the form fields and click the confirmation icon.
Example: The In Process status will only be enabled on the condition that the additional field Has Insurance? set to Yes.
11 .Once the conditions are set, click on the Save. A message will appear informing you of the status creation.
Mass upload of Status/Serice desk
1. To create a service status, log in to the ASMS Management Console; when accessing the Status (New Version) view, click the Export 
; This option will allow you to export the information with or without data for updating and/or creating statuses.
2. The window is enabled Export format where you can select whether you need to export the empty or data format. Click Export.
3. If you download the empty format, a file in Excel format is automatically generated. If you downloaded the form with data, the file is scheduled for download, generating an informative message at the bottom of the screen.
4. From the Admin console header menu, select the Notifications.
⚐ Note: In the Notifications option you will be able to view the generated format in Pending status and once the export process is finished, it will change to Completed status (Green color) with the download date.
5. Click on the notification to download the file.
The downloaded file includes all the fields of the states, you will also find the fields necessary for the creation and/or updating of the states.
The Info tab of the file describes in detail the obligation and information to be filled in on each field.
Import Format for States
1. once the form has been completed, enter the ASMS administration console; access the Statuses (New Version) view, click the Import 
2. In the window Import states Upload the file and click the Import.
3. By clicking on the Import To start the import or status update, the file will be scheduled for import, informing with a message at the bottom of the screen and added in the notification panel.
4. When the import is complete, the corresponding notification will turn green, indicating that it has been completed.
5. When you click on the notification, a window will be displayed where you can view the import details.
6. If during the import the file generated an error in one or more of its records, when viewing the import details it will be possible to download a file with the details of the records that generated error.
7. In the import details window, by selecting the unloaded records icon, you will be able to download an Excel file with the details of the errors generated during the import.
Multilanguage
To configure the multilanguage option in Financial statements, you must take into account the documentation corresponding to the translations. View Multilanguage.