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Configuring the Ticket System Status

The ticket system offers various types of statuses that can be configured based on the needs of your organization and the preferred workflow. You can also create custom statuses to tailor the system to your internal processes. This section provides a step-by-step guide to configuring ticket statuses for the ticket system in Business Portals.

  1. Navigate in the Business Portals – Role Center via Portal Setup in the menu bar.
  2. Select Ticket Setup.
  3. Click on Status in the action bar.
  4. To quickly configure the statuses, use the action Fill Standard Statuses, which allows Business Portals to automatically generate a set of statuses that are commonly used. This can also be used as a base configuration to create a new status.
  5. To create a new status, click on New and enter a unique code in the Code field for the status.
  6. In the Caption field, use the drill-down button to select or create a new Caption.
  7. In the Badge field, select the appropriate styling, which defines the color of the status in the web or mobile app.

  8. In the Default field, select whether the created status should be the default status.

    Info

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

  9. In the Category field, select which category the status should belong to.

    Category Description
    New Indicates that this is a new ticket
    In Progress Indicates that the ticket is currently being worked on
    Archived Indicates that the ticket is completed

  10. In the Order field, fill in with appropriate numbering, which indicates the order in which the status will be displayed to the web and mobile user. The smaller number will be displayed at the top.

  11. The Codeunit field is an optional field; a custom codeunit can be created that is triggered when this status is activated. To use the custom codeunit, enter the codeunit ID in the Codeunit field.
  12. The Parameter field is related to the Codeunit field, indicating which parameter should be executed for the codeunit. If no configured codeunit is present, this field can be left blank.

  13. The Next Status Code field specifies the automatic next status that will be set after a status change action.

    Example of the next status code with the standard statuses

    If the status OPEN has a Next Status Code WAITING, the status of the ticket will change to WAITING when the user replies or adds an additional message to the ticket.