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Go to status

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 fields - the following are the fields in the ticket that are required for the status that the ticket transitions to. Required fields 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