Status Transition Fields

The following fields require explanation:

From Status: Defines the current status of the ticket, for example, Open.
To Status: Specifies a valid next status of the ticket, for example, Assigned.
Default Transition: Specifies the default status transition. CA SDM uses 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).
Must Comment: 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.
Condition: 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.
Transition Type: Links a transition type to this transition. Transition types and their corresponding statuses control when employees can close and reopen Incidents and Requests using self-service. This field only displays for Incident and Request status transitions.
Condition Error Message: Specifies the message returned to the user if the transition is rejected.
Description: Specifies a description for the status transition.