Ticket Statuses
For each ticket type (ads, services, etc.), there are various statuses that can be leveraged to help you manage your tickets on reports and searches, and track their progress. The system generates default statuses to be used for tickets, and each type of ticket also has its own generated statuses. In addition, users can create new statuses and make changes to existing statuses, including changing the color and choosing whether reminders should be sent for the status. The actions you can take on each status depends on if it’s a default system generated status, or if it was created by a user.
To manage ticket statuses, go to Settings > Tickets > Status Definitions. To access this page, you need the user permission ‘Status Definitions’. Select the Ticket Type you wish to view in the dropdown, and click ‘Show’.
If you are viewing System Statuses, the only action you can take is to change the color of the status. Click on the edit icon on a status to change its color.
When viewing any of the other ticket types, there are more actions available to you.
You can add new statuses by entering a status name and clicking 'Add' in the Add New section of the page. Adding new statuses can help customize your team’s workflow.
Existing statuses can be dragged and dropped to reorder them. This will change the order they appear in the ‘Status’ dropdown on tickets.
Use the edit icon to change the status color, choose whether to enable artwork or ticket reminders for that status, and whether to show the status in the vendor center. The fields that can be edited in the popup are dependent on the ticket type you are viewing.
Default for New Tickets: When editing 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.
Send Artwork Reminders: 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 that status.
For more information about ticket artwork reminders, click here.
Send Ticket Reminders and Ticket Reminder Days: These settings work together. If checked, the user assigned to the ticket will receive a reminder email after the specified number of days if there have been no status updates for that period.
For more information about ticket status reminders, click here.
Use in Vendor Center: Service tickets have the option to show in the Vendor Center. Vendors can be assigned service ticket to work on in the Vendor Center. You can allow vendors to update the status of tickets and restrict what statuses they can use. Any status that is set to display in the Vendor Center is available for the Vendor to use.
If you have the sub-user permission for ‘Status Definition Permissions’, you’ll also see a key icon, which allows you to edit permissions for a specific status.
Note
If no users are selected as ‘approvers’ for the status, then all users can use the status. However, if there is at least one user set as an ‘approver’, then only users with that permission can use the status.
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.
The last icon available is the trashcan. Only available for statuses created by users, and if the status is not being used, this icon allows you to fully delete the status.
Updated 7/19/2024