 In version 9.7, the “Status” of an issue is either Open or Closed. With many of our customers needing the ability to further distinguish the status of an issue to values like "Acknowledged", "Pending", "In Testing" etc. the Substatus option was added. Now with Issue Substatus enabled in the Optional Fields within System Settings, you can add the values you want to use to identify what phase an issue is in such as “Acknowledged,” “User Response Needed,” “Pending Approval,” “Awaiting Parts”, “In Testing”, “Deferred,” etc.
In addition, through Substatus Rules you will be able to set rules that will allow you to change the Substatus based on events that occur on the issue. Substatus Rules may also be used to pause the system clock when issues have certain Substatuses. So an 'On Hold' will truly be an on Hold, pausing both the Escalations and the SLA on the issue.
For example, if the Substatus “User Response Needed” pauses the system clock, an issue with this Substatus would not continue to accrue Escalation or SLA processes until the Submitter adds a note or a user changes its Substatus.
"Substatuses” just another way IssueTrak makes it easier to organize issues into more concise sub-categories to define the phase your Issues are in.
Related Links
Activating Substatuses
Activating Substatus Notifications
Managing Substatuses
Managing Substatus Rules
Adding Substatus Pause Clock Rules
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