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Configuring Status

The ticketing system provides different status types that can be configured based on your organization’s needs and preferred workflow. You can also create custom statuses to align the system with your internal processes. This section provides step-by-step guidance on how to configure ticket statuses for the ticketing system in Business Portals.

  1. Click Status on the action bar.
  2. To quick configure the statuses, use the action Fill from Default Status, this will let Business Portals to automatically generate a set of statuses that are generally used. This could also be used as the baseline configuration in how to create a new status.
  3. To create a new status, click on New and write a unique code in the Code field for the status.
  4. In the Caption field, use the drilldown button to choose or create a new captions.
  5. In the Badge field, choose the appropriate styling, this will define the color of the status in the web or the mobile app.

  6. In the Default field, choose if the created status should be the default status.

    Info

    Only one status can be defined as a default field, this status will then be used when a new ticket is created.

  7. In the Category field, choose which category should the status be on.

    Category Description
    New Specifies that this status is a new ticket
    In Process Indicates that this status is in process
    Histroy Indicates that this ticket is closed

  8. In the Sequence field, fill with appropriate numbering, this will indicate in which order the status will be shown to the web and mobile user. The smaller number will be shown at the top.

  9. The Codeunit field is an optional field, a custom codeunit can be created to be triggered together when this status is activated, to use the custom created codeunit, insert the codeunit id in the Codeunit field.
  10. The Parameter field is in conjungtion with the Codeunit field, this indicates which parameter should be run for the codeunit, if there is no configured codeunit, this field can be left blank.

  11. The Next Status Code field indicates the automatic next status that will be set after a status change action is triggered.

    Next Status Code example using the default statuses

    If the status OPEN have a Next Status Code waiting, when the user answer or add an additional message to the ticket, the status of the ticket will be changed to WAITING.