You can define a subset of the full status list and determine the next status of the ticket as it continues through its lifecycle.
Note: Because status transitions can be shared between integrations such as CA Workflow and Events and Macros, do not inactivate predefined status transitions unless explicitly requested.
To define an issue status transition
The Issue Transition List page appears.
The Update Status Transitions page appears.
Defines the current status of the ticket, for example, Open.
Specifies a valid next status of the ticket, for example, Assigned.
Specifies the default status transition. CA SDM applies the default transition when a user clicks the default transition button on the ticket detail page, or when a user (including a web services user) updates the status to a <d> value. You can only configure one default transition for each status (or one for each tenant in a multi-tenanted system).
Indicates that a comment for the transition must be supplied. Specifying this option indicates that an analyst must supply an activity log comment when changing the status on a request.
Specifies the condition by which the transition is allowed. For example, when the condition "nonprty 1&2 assigned req" is associated with the Request Transition of Acknowledged to Hold, the condition verifies if the transition to move the status from Acknowledged to Hold is allowed.
Specifies the message returned to the user if the transition is rejected.
Specifies the message returned to the user if the transition is rejected.
The transition is defined.
The new transition appears in the Issue Transition List when you refresh the page.
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