<div><style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong id="isPasted"><span style="font-size: 11pt;">Configuration > Teams & Agents > Statuses</span></strong></p><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><strong>Related Guides:</strong></span></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2390" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;"><strong>Agent Statuses</strong></a></li></ul></div>
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</style><p><strong><span style="font-size: 14pt;">Details</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 16.2686%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 50.3981%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Status Name</td><td style="width: 16.2686%;">Free Text</td><td style="width: 50.3981%; text-align: left;">The name of the Status</td></tr><tr><td style="width: 33.3333%;" id="value7">Sequence in lists</td><td style="width: 16.2686%;">Integer</td><td style="width: 50.3981%; text-align: left;">Determines where the Status will appear in lists; a higher Sequence will result in the Status being lower in the list. Statuses with the same Sequence will be ordered alphabetically.</td></tr><tr><td style="width: 33.3333%;" id="value6">Colour</td><td style="width: 16.2686%;">Colour Chart</td><td style="width: 50.3981%; text-align: left;">The colour of the status icon, this is most often seen next to Agent icons. </td></tr><tr><td style="width: 33.3333%;" id="value5_bool">Override the "Offline" status when this status is selected</td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">When Agents are not logged in, they will be marked as "Offline". When checked, this will ensure that, if the Agent has this Status, it will still show when they go offline.</td></tr><tr><td style="width: 33.3333%;" id="value3_bool">Show a warning when assigning to an Agent with this Status</td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">This will show a warning box when trying to assign a ticket to an Agent that has this status. Often used for "Busy" or "Away" statuses.</td></tr><tr><td style="width: 33.3333%;" id="value8_bool">Show a warning when mentioning an Agent with this Status<br></td><td style="width: 16.2686%;">Checkbox<br></td><td style="width: 50.3981%; text-align: left;">When mentioning an agent i.e. through an action on a ticket. If they have this status set, you will be warned of this. For example they may be set to "Out of Office" so it would make sense to checkbox this setting on for such a status.</td></tr><tr><td style="width: 33.3333%;" id="value2_bool">Include Agents with this Status in Load Balance and Round Robin</td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">When auto-assigning tickets, Agents with this status will be included in the pool of those available to recieve them.</td></tr><tr><td style="width: 33.3333%;" id="value4_bool">Count Agents as online for Live Chat</td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">With Live-Chat enabled, Agents with this Status will be added to the list of those available to provide assistance.</td></tr><tr><td style="width: 33.3333%;" id="value9_bool">Include Agents with this Status in Load Balance and Round Robin for Tickets linked to a Chat<br></td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">Only available when 'Include Agents with this Status in Load Balance and Round Robin' is disabled. When checked agents in this status will be able to be assigned tickets as part of load balance/round robin when the ticket is linked to a chat. </td></tr></tbody></table></div>
