Administration › Service Desk › Requests/Incidents/Problems › Define Status Transitions

Define Status Transitions

You can define a subset of the full status list and determine the next status of the ticket as it continues through its lifecycle.

You can also specify how strictly the system enforces status transition policies by configuring the Status Policy Violations option in Options Manager (General Options).

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 a status transition

1. On the Administration tab, select Service Desk, Requests/Incidents/Problems, and specify one of the following:
   • Incident Transitions
   • Problem Transitions
   • Request Transitions

   The Transition List page appears.

2. Click Create.

   The Update Status Transitions page appears.

3. Complete the fields as appropriate.

   The transition is defined.

4. Click Save, Close Window.

   The transition appears in the Transition List when you refresh the page.

More information:

View Status Transitions

Edit Status Transitions

Define Transition Types

Status Transition Fields