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Web Helpdesk (WHD) Ticket Details does not display a new status type

This article describes how to troubleshoot a new status type that does not display in the Status drop-down menu in the Ticket Details tab. This also resolves tickets not showing under the Group and My Tickets

First published date

10/18/2018 10:49 AM

Last published date

10/18/2018 10:49 AM

Overview

After you create a new status type and then click the Ticket Details tab in a new or existing ticket, the status type name does not display in the Status Types menu. This could also resolve cases wherein tickets are not showing under the Group/My Tickets view.

Product section

Web Help Desk

Cause

The filter and options were not set when you created the new status type. 

Resolution

Check the ticket Status Types settings and options in Setup.

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > Tickets > Status Types.
  3. In the Status Type Name column, click the new status type.
  4. Ensure that the Include in My/Group Tickets Filter check box is selected.
  5. Click the Options tab.
  6. Verify that the Needs Approval Status Type and Approval Denied Status Type settings are set to Open. 
  7. Click Save.
    The new Status Type is now available in the Status drop-down in Tickets > Ticket Details.