You can quickly update the status of a request without leaving the queue. You can do this by inline editing the workflow status.
To inline edit the workflow status of a request:
From your service desk project, go to Queues.
Select the queue that your request is in.
Select the required status from the Status drop-down menu.
Select the new workflow status.
Assign the issue and add any comments to respond to a customer or an internal comment.
Save the workflow status changes. If the status was changed to Pending, then the button to save the change will be named Pending. However, if the status is changed to Cancel, then the change is saved by clicking the Save button (rather than Cancel).
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