Job state is a feature that allows better management of a job queue for both staff and clients, by quickly identifying the current state of the job. Each job state is a brief summary that describes who (or what) performed the last action/update to a job.
Every job that is logged in HelpMaster can be in one of the following states:
Represents a newly logged job.
Represents a job that was last updated by the currently logged in person
Represents a job that was last updated by a person other than the currently logged in person
A job that was last updated by one of the HelpMaster automation processes (Priority Manager, Triggered Events, Email Manager, API etc)
A job that is awaiting client response. This is deliberately set by a staff member by checking the "Set as awaiting client response" checkbox on the Action screen. When this is set, this job will be highlighted in the web portal for this client to respond to.
A job that has last been updated by the client of the job. If the client of a job is a staff member, this will still be set to this status. See Client Overview for details about Clients vs Staff
Use the Field Chooser > Jobs to select the Job State column to display in all job lists. Once this column is visible, it can be clicked to sort by the different states.
Use the Action Screen to mark a job as Awaiting client response
See also