Administration › Service Desk › Requests/Incidents/Problems › Define Transition Types

Define Transition Types

For employees using self-service, you can modify incident and request process flows by including buttons to represent any status transition. Status transition buttons for incident and request process workflows are configured through transition types. A transition type lets you define the button text, form header text, and control the behavior of the Incident and Request detail page. You can link a transition type to any incident or request status transition.

Note: For more information about status transitions for self-service, see the Administration Guide.

To define a transition type

1. On the Administration tab, select Service Desk, Requests/Incidents/Problems, Transition Types.

   The Transitions Type List page appears.

2. Click Create.

   The Update Transition Types page appears.

3. Complete the fields as appropriate.

   The transition type for the status transition is created.

4. Click Save, Close Window.

   The new transition type appears in the Transitions Type List when you refresh the page.

More information:

Edit Transition Types

Transition Type Fields