opened

scheduled

on hold

in work

done

closed.

and when specialist set the status - "done", service desk is send a letter to customer about it. so, if customer don`t response on e-mail of 3 days, incident move to status "closed".

now i have the task - create status "canselled". this status have the same funcionality as the status "done". what i should do?

sorry for my English

v. of SD- 9003 database - postgrec