Status Flow

Introduction

A status defines the current stage of a ticket or request in your workflow. A transition connects two statuses, enabling movement from one stage to another—such as from Open to Pending or Resolved.

You can customize the flow of statuses for each Service Desk entity (like Incidents, Service Requests, etc.) to match your internal processes.

To Configure a status flow:

1. Navigate to Status Flow under Configuration section.
   The Status Flows page is displayed with the Status Transitions details.

   

2. On the Status Transitions page, enter below information:

• Applied Entities - Select the entities from the dropdown.
• Requester Transitions - These are the status changes that a requester (the user who raised the ticket) is allowed to perform during the ticket lifecycle, such as reopening or closing a resolved ticket.
• Assignee Transitions - These are the status changes that the assignee (the person handling the ticket) can make.
• + Status - Choose the statuses you want to enable and arrange them in the desired order to define the workflow progression.
• + Transition - Click to add multiple transitions.

3. Click SAVE to apply the status flow.

   Note

   You can define only one workflow per entity, but you can update an existing flow using the Edit option.

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