The Status of an issue is either Open or Closed. Substatuses allow you to organize issues into more concise sub-categories within Open and Closed. We strongly recommend activating and using the Substatus feature. This helps you quickly identify to what extent issues have been addressed and where they are in the resolution process.
Substatuses can be added, edited, or removed from the Administrative menu. Some examples of substatuses are: Acknowledged, User Response Needed, Pending Approval, Awaiting Parts, In Testing, Deferred, etc.
If the Issue Substatus field is activated, you can also add Substatus Rules to automatically update issues to a different Substatus when certain events occur. For example, if an issue’s Substatus is User Response Needed, its Substatus could be updated to Under Review as soon as the Submitter adds a note. Among these types of Substatus Rules, there is a Process Order that defines which Rule is to be applied when issues simultaneously qualify for multiple Substatus Rules.
Substatus Rules may also be used to pause the system clock when issues have certain Substatuses. Once the clock has been paused on an issue—its Adjusted Time Open (i.e. Total Time Open minus how long clock is/was paused) will be used for Escalations, SLAs and standard reports instead of its Total Time Open (i.e. exactly how long issue is/was open). 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.