Introduction
Status Change Reasons help ensure clarity and accountability when tickets change status in the Service Desk. This feature enables users to select a predefined reason when moving a ticket from one status to another such as from Open to In Progress, or Resolved to Closed. Capturing these reasons provides context for the change, making ticket histories more informative and traceable.
Key Benefits
- Provides clear visibility into why ticket statuses are modified.
- Helps teams understand the workflow and ticket handling history.
- Improves compliance, audit tracking, and reporting accuracy.
- Enables more structured communication during incident, change, or service request lifecycles.
Add Status Change Reason
To add Status Change Reasons:
Navigate to Setup > Account > Service Desk.
In the left navigation pane, navigate to the Configuration section and select Status Change Reasons.The Status Change Reasons page is displayed.
Click + Add to define a new reason.The ADD STATUS CHANGE REASON screen s displayed.
Enter the following information:
| Field | Description |
|---|---|
| Request Type | Select the type of ticket this reason will apply to, such as Incident, Change, or Service Request. |
| Entity Status | Choose the ticket status for which this reason will be available (e.g., Closed, On Hold, In Progress). |
| Reason | Enter a reason to explain the status change. |
For Example:If you configure a reason under:
- Request Type: Incident
- Entity Status: Resolved
- Reason: Issue Fixed by Auto-Heal
Then, when a user marks an incident as Resolved, they will be prompted (or required) to select Issue Fixed by Auto-Heal as the reason.