Goverlan Incident Management Integration has 6 main categories for issue states. You may wish to customize these states to fit your current incident management platform states
|New||A new issue that has not been worked on.|
|Started||An issue that is being worked on.|
|On Hold||An issue that has been paused. The timer will not run.|
|Resolved||An incident that has a resolution.|
|Rejected||An incident that is no longer needed.|
|Closed||An incident that has been closed|
|Canceled||An incident that is no longer valid.|
The Configure States screen can be accessed in the incident management toolbar or under General Settings –> Incident Management, under the Application Tab.
Using the ADD button, Goverlan Reach will query all available states from your current Incident Management provider and allow you to choose them for a specific mapping. You may also type any here manually.
You can map any number of states to a Goverlan Reach Incident State. When the mapping is complete, all cases with a specific status will match the Goverlan Reach icon for that status.