Task & ticket statuses

SECURITY  Security level with Admin permission to configure Service Desk (Tickets). Refer to Admin security settings.

SECURITY  Security level with Admin permission to configure Projects & Tasks. Refer to Admin security settings.

NAVIGATION   > Admin > Features & Settings > Service Desk (Tickets) > Task & Ticket Statuses

NAVIGATION   > Admin > Features & Settings > Projects & Tasks > Task & Ticket Statuses

Tickets and project tasks share the same list of statuses. The Status field describes how close a ticket is to resolution, or how close a task is to completion. The field is required on all tickets and project tasks, regardless of category.

To easily identify statuses on ticket and task pages and in lists, you can assign a color and an icon to each status. The status and icon both appear in the selected color.

Most ticket and task lists with a column chooser include a Status Icon column in the chooser.

On boards, the status icon will appear in the selected color on the ticket card. Refer to Understand the card display.

How to . . .

To add or edit a status, do the following:

  1. To open the page, use the path(s) in the Security and navigation section above.
  2. To add a new status, click New. A row is inserted at the bottom of the list.
  3. To edit an existing status, select Edit from the context menu or click in the row.
  4. Populate or edit the following fields:
    5. Field/Column Description

    Status icon

    Click on the status icon to select a color that will visually represent the status. Refer to Using icons and colors to identify statuses.

    Status color

    Click on the color icon to select a color that will visually represent the status. Refer to Using icons and colors to identify statuses.

    Status Name

    Enter or edit the name for the status. The names of system statuses cannot be edited.

    SLA Event

    		 If you have service level management enabled, you can map ticket statuses to SLA events. Refer to Mapping ticket statuses to SLA events.

    Active

    The new status is active by default. Clear the check box to hide the status for now.

  1. Click Save.

The order in which statuses appear on this page will control the order in which they appear in selector lists throughout Autotask. If you use the status field as a row or column in boards, statuses will appear in the order set here.

To change the display order, click on the order column of the status you want to move and drag the row to the appropriate location.

When a status is inactivated, it will no longer be available for selection going forward, but existing associations will remain in place.

To activate or inactivate a status, click the context menu and select Activate or Inactivate. If the status cannot be inactivated, the option will not be available to you. You can hover over the option to see why you cannot inactivate the status.

NOTE  The system statuses New, Waiting Customer, and Complete, and statuses associated with your Autotask Add Ticket Email Service and Duplicate Ticket Handling setup cannot be inactivated or deleted.

To delete a status, click the context menu and select Delete. Statuses that have been used on tasks or tickets cannot be deleted. Instead, they can be inactivated so they are no longer available for selection.

NOTE  The system statuses New, Waiting Customer, and Complete, and statuses associated with your Autotask Add Ticket Email Service and Duplicate Ticket Handling setup cannot be inactivated or deleted.