Use this form to move the selected ticket to a specific status in the solving process. The specific content of the form depends on the system settings and some fields may not be displayed in certain situations.

Options:

Comment for requesters - write a message for requester that will be sent to them in an email notification of a change in the status of the ticket.

Note:
This field is only displayed if a status change notification is to be sent to the requester during the status transition and the Requester Status Change Notification Template has a variable [$CommentForRequester$] representing a comment to the requester.
Attachments - a list of attachments for the comment for the requester
- Add attachment - for more information, see Attachments in Note.
Preview of notifications to requester about the change of status - preview the resulting notification that the requester will receive.
Comments for approvers - write a message for approver, which will be sent to the approver, among other things, in the email notification. In the case of a multi-step approval scheme, this comment is sent to the current approvers at the beginning of each step. This field is only displayed on the form if the transition to a new status automatically triggers the approval of the ticket.

Note:
This block of form only appears if the Approval message template has variable [$CommentForApprover$] representing the comment for the approver.
Attachments - a list of comment attachments.
- Add attachment - for more information, see Attachments in Note.
Preview of the message for approvers - preview the resulting notification to the approvers.
Mandatory Items - the following are the items in the ticket that are required for the status that the ticket transitions to. Mandatory items that already have a value are also displayed on the form for checking and possibly changing values.
Cost Report - if applicable, show the work time spent resolving the ticket.

Note:

If the ticket is currently in the approval process, the status of the ticket cannot be changed

Did not find what you were looking for? Ask our technical support team.