Create New Ticket Statuses
Besides having the system generated statuses for a ticket, which can already be accessed. If it’s needed you can also create your own statuses to be used in a ticket.Settings > Tickets > Status Definitions. On the Ticket Status Definitions page you need to select the type you want to add a new ticket status. You can create ticket statuses for Ad, Editorial, Service, and Digital Media tickets.
Once you have chosen your request type and clicked show a new section pops up on the screen labeled Add New with a text box to add a new status.
You have the option to edit the color of statuses and set up a reminder for ticket owners when a ticket has a status for too long without an update.
The next little icon you see is the key for setting up permissions on the ticket, you may want to give access to that specific status to a user or restrict a user’s ability to use it.
The next icon is the disable and enable icon; The green check means it’s enabled and if you disable the check a red x appears and then that status can no longer be used.
And now for the last icon you will see once you have added your new status is the trashcan. Because it’s a status added by the user you have the option to delete it totally as well.
For Ad and Digital Media tickets, you will have the option to send Artwork reminders. If you uncheck this option, the system will NOT send automated artwork reminders if the ticket is set to the status. If you don't want to have the system send reminders when a ticket is in progress, create an 'In Progress' status and remove the ad status options.
Service tickets have the option to show in Vendor Center. Vendors can be assigned service ticket to work on in the Vendor Portal. You can allow Vendors to update the status of tickets and restrict what status they can use. Any status that is set to display in Vendor Center is available for the Vendor to use.
For all status types except for the system statuses, if you edit a status, you can set it as the default for that ticket type. If a status is set as the default, it means new tickets created of that type will automatically get that status set. If no defaults are set, new tickets generated will not have a status until manually updated.
Updated 6/08/2023