Administration › Service Desk › Requests/Incidents/Problems › Define Status › Update a Request/Incident/Problem Status › Update Status Transitions

Update Status Transitions

You can update a status transition.

To update a status transition

1. On the Transition List tab, click Update Transitions.

   The Transitions detail page appears.

2. Fill in the following check boxes as appropriate:

   Allowed

   Specifies a valid transition for the status list. Use this option to restrict status workflows.

   Default

   Specifies the default transition for the new status list. When a user clicks the default transition button on the ticket detail page, or when a user (including a web services user) attempts to update a status to a <d> value, the default transition is used. There can only be one default transition for a status (or one per tenant in a multi-tenant system).

   Must Comment

   Specifies that an activity log comment for the transition is required when changing the status on a ticket. An error message appears on the ticket form when the analyst attempts to close the ticket without adding a comment.

3. (Optional) Select a status code in the Name column to update its details.
4. Click Save, Close Window.

   The updated transition appears on the Transition List page.