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New ticket status

This form is used to create a new ticket status.

Options:

  • General

    • Status name - enter the name of the status.
    • Status description for the requester - enter a description of the status that will be displayed to the requester of the ticket.
    • Instructions for solver - enter instructions for the solver. These instructions are displayed to solvers in the ticket on the Workflow tab. When a ticket is passed to a solver with a concurrent change of status, the instructions for the new status are automatically written into the message for the new solver.

  • Required fields - a list of ticket fields that must be completed before a ticket can be transitioned to this status. If the ALVAO Advanced Workflows module is active, this group is displayed only for the New ticket status. Otherwise, it is displayed for all statuses.

    • Edit - select the required fields.

  • Status transition form - define which fields are displayed and required on the form when transitioning a ticket to this status. This group is available only with the ALVAO Advanced Workflows module. For the New ticket status, configure the form in *Administration - Service Desk - Services - select a service - Edit - New ticket form.

    • Edit - configure the form.

  • Behavior - to further set the status of the ticket.

  • Pin commands - select which ticket commands should be promoted to the first position in the command panel on the Ticket page.

    • Assign

    • Move to another service

      At the same time, the Self assign and Assign commands will move from the command panel to the "..." drop-down menu.

    • New object

      This option is available only if the Ticket fields list of this process contains the Objects field.

    • Move objects

      This option is available only if the Ticket fields list of this process contains the Objects field.

  • Other

    • Custom fields - here are located your custom fields added to this process.