When you define an approval process, you can create new status types to track a ticket as it is routed through each stage of the process. These status types will be assigned to tickets that must be reviewed and approved.
The following sections describe how to create new status types and then determine when a status type is applied to a ticket.
This is the third task in the approval process example scenario. Before you start, you must complete the previous tasks:
This example uses three new status types:
Complete the following steps to create these types.
For more information about any field, click the tooltip.
After you create a status type, use the Options tab to select the condition under which the status is applied to a ticket. For example, when a ticket is reopened, Web Help Desk automatically changes the status to Open by default.
In the example below, the following status types are applied to tickets if the ticket's request type requires approval.
To determine when a status type is applied:
Next task: Configure an approval process