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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 Label field, use the drill-down button to select or create a new Label.
  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, choose whether the created status should be the default status.

    Info

    Only one status can be defined as the default field; this status will then 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, set the display order of the statuses for web and mobile users through numbering. Smaller numbers will be displayed higher in the dropdown menu of the web portal.

  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 empty.

    Info

    For advanced users: You can view the implementation details of the sample codeunit provided in the Development page to understand how to structure your custom logic and utilize the Parameter field effectively. Or you can try using our sample custom codeunit and fill out the Codeunit field with the id 5492858.

See also