Go to status

Use this form to move the selected ticket to a specific status in the workflow. The fields displayed in the form depend on the system configuration, and some fields may not be available in all situations. You can customize this form using the status transition form designer.

Options:

• Comment for requesters - write a message for requester that will be sent to them in an email notification of a change in the status of the ticket.

  This field is only displayed if a status change notification is to be sent to the requester during the status transition and the Requester status change notification template has a variable [$CommentForRequester$] representing a comment to the requester.

  • Attachments - a list of attachments for the comment for the requester
    • Add attachment - for more information, see Attachments in Note.
  • Preview of notifications to requester about the change of status - preview the resulting notification that the requester will receive.

• Comments for approvers - write a message for approver, which will be sent to the approver, among other things, in the email notification. In the case of a multi-step approval scheme, this comment is sent to the current approvers at the beginning of each step. This field is only displayed on the form if the transition to a new status automatically triggers the approval of the ticket.

  This block of form only appears if the Approval message template has variable [$CommentForApprover$] representing the comment for the approver.

  • Attachments - a list of comment attachments.
    • Add attachment - for more information, see Attachments in Note.
  • Preview of the message for approvers - preview the resulting notification to the approvers.

• Required fields - the following are the other fields that are required in the target ticket status. Fields that are already populated are also shown so you can review and, if necessary, update their values.

• Cost report - if applicable, show the work time spent resolving the ticket.