Change Request Status

Changing request status helps track processing state and organize work with clients. This instruction will show how to update request status (open, in progress, closed) for proper monitoring and reporting.

When Needed

  • You need to mark a request as "in progress" after starting processing.
  • You need to close a request after successfully resolving the issue.
  • You want to reopen a previously closed request to continue work.
  • You need to update status for correct display in reports.

What's Important to Know

  • Request status — processing state of the request (new, open, in progress, closed).
  • Status is displayed in the request list and in request details.
  • Changing status may affect reporting and load distribution.
  • Some statuses may be available only under certain conditions.

Prerequisites

  • You are logged in with operator rights.
  • You have navigated to the OperatorLine module via Apps -> OperatorLine.
  • You have an open request whose status needs to be changed.

Step-by-Step Instructions

  1. Open the needed request in the chat list — a window with conversation history opens on the right.
  2. Find the "Status" field in the request details panel (usually located near request information).
  3. Click on the current status or use the status dropdown list.
  4. Select the needed status from the list:
    • Open — request is ready for processing.
    • In Progress — request is actively being processed.
    • Closed — issue resolved, request completed.
  5. Status updates automatically — you see changes in the details panel and in the request list.

What Happens After

Request status is updated, and you see the new status in the details panel and in the request list. This helps track processing progress and properly distribute load.

How to Verify It Worked

  • Check that status changed in the request details panel.
  • Make sure the new status displays in the request list.
  • Check that status is correct for the current request state.

Other Ways

  • You can change status directly from the request list (if such function is available).
  • Some statuses may change automatically when performing certain actions (for example, automatic closure after inactivity).