This article describes how to define a subset of the full status list and determine the next status of the ticket as it continues through its lifecycle.
Note: Because status transitions can be shared between integrations such as Events and Macros, do not inactivate predefined status transitions unless explicitly requested.
Follow these steps:
- On the Administration tab, select Service Desk, Requests/Incidents/Problems, and specify one of the following:
The Transition List page appears.
- Incident Transitions
- Problem Transitions
- Request Transitions
- Click Create.
- The Update Status Transitions page appears.
- Complete the fields as appropriate. The following fields require explanation:
The transition is defined.
- From Status
Defines the current status of the ticket, for example, Open.
- To Status
Specifies a valid next status of the ticket, for example, Assigned.
- Default Transition
Specifies the default status transition. CA SDM uses the default transition when a user clicks the default transition button on the ticket detail page, or when a user (including a web services user) updates the status to a <d> value. You can only configure one default transition for each status (or one for each tenant in a multi-tenanted system).
- Must Comment
Indicates that a comment for the transition must be supplied. Specifying this option indicates that an analyst must supply an activity log comment when changing the status on a request.
Specifies the condition by which the transition is allowed. For example, when the condition "nonprty 1&2 assigned req" is associated with the Request Transition of Acknowledged to Hold, the condition verifies if the transition to move the status from Acknowledged to Hold is allowed.
- Transition Type
Links a transition type to this transition. Transition types and their corresponding statuses control when employees can close and reopen Incidents and Requests using self-service. This field only displays for Incident and Request status transitions.
- Condition Error Message
Specifies the message returned to the user if the transition is rejected.
- Click Save, Close Window.
The transition appears in the Transition List when you refresh the page.