Statuses play an important role in indicating the different stages of any ticket type. While there is a standard process for managing the various ticket types, each team within an organisation may have unique requirements and workflows so, in order to address this service desk provides the ability to define custom statuses for the different ticket types and at a team level. This will allow the teams to tailor their operations and improve overall team efficiency. This article will guide you through creating and managing statuses in service desk.

Required Permission

Manage Statuses

• Admins with the above permission will be able to add, customize and manage the statuses for the various ticket types like Service Requests, Incidents, Problems, Change and Releases. 
• This is a Team level permission.
• You can enable this permission by navigating to Roles and Permissions > Role type: Team > Managerial tab > Tickets.

Team level - Ticket Type level - Customisable Statuses

Admins can define statuses for any ticket type (incidents, service requests, problem, change, release) separately and also customise it for each team within Service Desk. This gives the internal teams the flexibility on how they want to operate and define their team process and business workflow(s).

• Navigate to Main Menu > Manage > Ticket Settings > Statuses
• At the top of the page, you will find the Team Switcher. Use this to switch between the different teams to configure statuses specific for a team.
• Below the switcher, following tabs will be displayed
  • Service Request
  • Incident
  • Problem
  • Change
  • Release
• You can define and configure the statuses required for the ticket types within each of the tabs. By default, Incident tab will be selected and the list of statuses configured for this ticket type will be displayed.
• You can click on the +button to add a new status for the selected ticket type of the selected team. Follow the steps explained below to add a new status.

How to create a new status?

1. Click on +button next to the Add Status title.
2. Add Status right panel will open up. Fill in the following details to add a new status,

• Status Name (mandatory)
• Status Color (Auto-selected)
  Clicking on this field will display the color picker or palette where you can choose a color for the status. You can also provide a hex code of a color here.  
• Preview of the Status (non editable)
  Preview of the status color and string will be displayed here.
• Behavior (mandatory)
  ​​​​​​This field is required to define the behavior of the status. The behaviour of the status can be either,
  • Pending: This indicates that the ticket with this status is unresolved or pending or needs action.
  • Completed: This indicates that the ticket with this status is resolved.
• Description (optional): Here you can provide a short description of the status.

3. Once the required details are provided click on the Add Status button.

Configure Default Status

• Hover over a status, you can see the Make default link button on the rear end of the row.
• Click on it to mark a status as Default.
• After which, all the newly created tickets will automatically be set to the default status configured.
• This can be customised for each ticket type within each team. 

Reordering the Status List

• You can also reorder or change the order in which the statuses should be displayed.
• Hover over a status, you can see the reorder icon on the front of the row, just hold and drag the icon which will move the status row accordingly.
• Move it to a desired location or the order in which it should be displayed.
• The order will be saved automatically and will reflect in all the respective places where there is a status selector displayed.  

Editing a Status

• Click on the status which you want to edit from the respective list view
• This will open up a Status read only right panel
• Click on the Edit link button at the top to edit the status properties.
• You can change the Status name, Behaviour, Color and Description as required.
• Once done click on Save to update the changes.

Deleting a Status

• Click on the status which you want to Delete from the list view
• This will open up a Status read only right panel
• Click on the Delete link button at the top right to delete the status.

Impacts and Dependencies check before deleting a status

When deleting a status, automatic impacts and dependencies checks will be done and any dependencies encountered will be displayed in a popover before you can delete the status. Taking Incident as an example and the possible cases are listed below,

Case 1: If the Status is associated with Incidents
When a status is associated to one or more Incident tickets then those incidents need to be associated to a different status before the deletion.
You can choose the status to which the incidents need to be moved, and then proceed with the deletion

 

Case 2: If the Status is associated to one or more Incident Queue(s) as a condition
In this case, these conditions will not be valid or work once the status is deleted.
This information will be displayed before you proceed to delete the status

Case 3: If the Status is associated with one or more Smart Rule(s)
In this case, you will not be able to delete the status till all the dependencies have been cleared.
This information will be displayed when you try to delete the status

 

[Sample Error Message]: Cannot delete this status
This status is used as a condition/action in the following places. Please review and remove the dependency to proceed with deletion.

Smart Rules
<Smart Rule Title>

 

NOTE: You do not have access to a few of the above dependencies.

• Once all the dependencies are cleared status can be deleted.