Ticket statuses¶

Ticket statuses control the ticket lifecycle and SLA behavior.

Overview¶

This page explains how to use Ticket statuses and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Create and edit a status. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Set the status type and visibility. Open the existing record, change only the required fields, and check dependent assignments before saving.
Configure SLA pauses. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Maintain the order and active state. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.