Your first item is definitely custom. In fact, I know Connexus has submitted an idea in the Responder forum for it. The incident statuses in Responder are hard coded into the logic of the system and it is not easy to change.
Your second item is configurable and can be found in the ControlStylesConfig.xml file. Look for these:
<Evaluator>Vbs:Now < DateAdd("n", 1,[TimeCreated])</Evaluator>
<Caption>New Incident: [ID]</Caption>
<Description>Incident [ID] has just been created.</Description>
You need to adjust the Evaluator portion of those blocks. In fact, you can change around all those alert blocks to include an evaluator for the ORIGINATION field. So if you didn't want to see the incidents that come from IVR, you can use the following:
<Evaluator>Vbs:Now < DateAdd("n", 1,[TimeCreated]) AND NOT ([Origination] = 100) </Evaluator>
Where 100 would whatever value you have for IVR in your DatabaseSchemaConfig.xml in the ORIGINATION_TYPE domain. These evaluators use VBS notation, which is kind of funky. If you want to filter out all the IVR derived incidents in all the alerts, you need to add the bold text to all the alert evaluators. There are three separate sets of Alerts in that config file. Let me know if you run into issues, because I've done this more times than I care to admit. And definitely test this out, because you can crash out the client pretty quickly.
The one thing that might require a custom change for what you're looking for is your IVR integration. Does it know how to flag the web-based outage reporting in the Origination field of the RX_Incident table? Does 'Web' exist as a domain option in ORIGINATION_TYPE?
Very helpful! I knew we had put in a wish list item for the crew\incident status. Was just casting a wider net to see if there was anything else out there.
The <Evaluator> code looks reasonably straight forward. Will give that a run in Test and see how it works. Excellent point on making sure that 'Web' exists as a domain option in ORIGINATION_TYPE. Is the <Domain Name="ORIGINATION_TYPE" xsi:type="CodedDomainConfig" DataType="Int32"> in DatabaseSchemaConfig.xml the only domain definition I need to update?
Have a great 4th
You would need to add "Web" to that domain in Responder AND you need to ensure your IVR integration into Responder knows how to deal with it. If SE wrote that for you, then they would probably need to modify the logic of the integration to handle Web correctly. That would be custom.