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Behavior

This section of the New Ticket Status form is used to set the behavior of the ticket status within the process.

Options:

  • Approval status - select this option if you want the status you are editing to be approved. Enabling this option will display the Approvalstab on the ticket page.

    • Approval Run- select how the approval will be run and how it will proceed.
      • Manually - the approval can be triggered manually by a member of the service team with the Start approval command.
      • Automatically- approval is triggered automatically when the ticket transitions to the edited status.
        • Approve with scheme - select the appropriate approval scheme from the menu.
        • Approve by- select a specific person to be the approver.
          • Expires in (hours) - specify how many hours from the time the approval is started, this approval will end with the result Expired if the approver has neither approved nor rejected the ticket by that time. A value of 0 represents an unlimited time limit.
    • Message template for approvers
      • Edit - opens the window to edit the message template for the approver.

  • Transitions allowed from this status

    • To any status - select this option if the ticket in the edited status can transition to any other status.
    • Only to permitted status- select this option if you want to limit the set of statuses that a ticket in the edited status can go to.
      • Permitted statuses- list the statuses that the ticket can go to.
        • Edit - open the Permitted statuses window to enable the option for the statuses you want to allow the transition to.
    • Automatically to status according to approval result- if you select this option for the approval status, the ticket will automatically go to one of the defined end statuses after the approval is complete (by the schema or by the selected person). In this mode, the solver cannot add additional approvers to an approval in progress.

      • End statuses - for individual approval results ( Approved, Rejected, Canceled, Expired) select from the menu the status to which the ticket should automatically transition if the approval in the edited status ends with the given result.

        tip

        You can also select the edited status as the ending approval status. In this case, the ticket status will not change after the approval is complete.

        tip

        Select the Closed status as the ending approval status only for approvals running between the separate Solved and Closed statuses.

        note

        If you select Resolved as the ending approval status, the ticket will be resolved when the approval is complete, including sending a notification to the requester and possibly automatically transitioning to the Closed status.

  • Switch to this status automatically following the first assignment to solver - a ticket in the first status of the workflow (for example the New status) will automatically transition to this status when passed to the solver and the ticket has not been assigned to any solver group.

  • Assign ticket to a solver group during transition to this status - select the solver group to which the ticket should be automatically forwarded. This setting is part of the ALVAO Advanced Workflows module.

  • Send notification to requester when moving to this status - when moving to this status, a notification of the status change is automatically sent to the requester via email. You can edit the notification text via the edit notification template link.

    note

    For the system statuses New, Solved, Closed and Reopened, this option is inactive.

  • Delay for reverse resolution (hours in business hours) - specify the maximum delay in hours with which a ticket can be retroactively written to be resolved, see Ticket - Resolve - Resolve retroactively to. A value of 0 means that resolve backwards cannot be written to tickets. The time limit is calculated in the operating hours according to the SLA. This field is only available for the Resolved status.

  • Change automatically to Closed status - When the ticket is resolved, the ticket will go directly to the Closed status. This option is only available for the Resolved status. It is recommended to disable this option only if there are still some steps to be taken after the ticket is resolved, such as internal evaluation in the service team, release of temporarily used resources, etc.

  • Show "Move to another service" command command Move to another service - the ticket solver in this status will see the Move to another service command in the command bar at the first position. If the ticket does not have a solver, the command is displayed in the first position to the main solvers of the service. At the same time, the Receive for Resolution and Forward commands will move from the command bar to the "..." drop-down menu.

  • Show "Assign" command - the solver of the ticket in this status will see the Forward command first in the command bar. If the ticket does not have a solver, the command is displayed in the first position to the main solvers of the service.

  • Pause SLA - The time the ticket spends in this status will not count towards the time to first response or the time to resolution. The first response and resolution dates set by SLA will automatically be delayed by the time spent in this status.

  • tip

    Since the application displays the name of the status as the cause of the pause in tickets with a paused SLA, name the paused SLA statuses so that the name describes the cause of the pause, e.g., Approving, Waiting for Solution Acceptance, etc. Do not use generic names such as New.

  • Automatic ticket creation - a list of rules that automatically create new linked (e.g., child) tickets when a ticket transitions to this status. This setting is part of the ALVAO Advanced Workflows module.

    • Edit - edit template list