Statuses

Change statuses work in a similary way as ticket statuses. A change status defines the life cycle, and as an administrator, you can manage the values. Change requests can have one of the following core statuses: New, Planning, Implementation, Implemented or Closed. Core statuses are also referred to as status groups. As an administrator, you can add new, rename, enable/disable, delete and set a default status.

*You cannot add, edit or delete core statuses, only the values within them.

Add a new status

Each group has an input field in the bottom. Type a status name in the field and press enter to add a new status.

Rename status

Click on a status name, either predefined or custom made, to edit it.

Enable / disable status

It is possible to deactivate/disable a status without removing it completely from the help desk. Simply press “Off” to do so. To activate/enable the status again, press “On” . Disabling a status already in use by a ticket will not remove the ticket’s status. Disabling a status only restricts new tickets from using it.

The background colours of the buttons indicate whether a status is enabled or disabled. If a status is enabled, the background colour of the “On” button is green. If a status is disabled, the background colour of the “Off” button is dark grey.

Use the “Hide disabled/Show disabled” button to get a sorted view of the active statuses.

Default status

Setting a status as default is only possible when there is more than one status in a group. This only applies for the core statuses New, Implemented and Closed. When needed, the workflow selects a default status from the appropriate group.

Delete status

Press to delete a status permanently. It is not possible to delete a default status or a status in use. You can delete all of the statuses in the Planning and Implementation groups, as they do not depend on a default status. If the core statuses New, Implemented or Closed have multiple elements, you can delete all of the elements except the last one. It is not possible to delete the very last status in core statuses that depend on a default status.