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

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

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

Service Desk Manager (All Versions)

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


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