Why are newly created ticket statuses not showing in the dropdown?

Document ID : KB000006483
Last Modified Date : 14/02/2018
Show Technical Document Details
Issue:

After creating several new ticket statuses, they are not appearing in the dropdown to choose from when updating the status on a ticket.

Environment:
Service Desk Manager (All Versions)
Cause:

This is due to status transitions not being created for the new statuses that were added to the system.

Resolution:

To resolve this, simply add status transitions for each of the existing statuses that you want to be able update to one of the new statuses.  You must create a status transition for every status that you want to be able to go FROM and TO, in order the new status to be visible and usable.

Additional Information:

For additional info about Status Transitions, please see the documentation here:  https://docops.ca.com/ca-service-management/17-0/en/using/issue-management/define-status-transitions