How to Change Ticket Status Flow.
Follow the logic below for all ticket module status changes and check with all scenarios.
- When the status is New, both the customer user and customer admin can change the status to In Progress.
- If the status is Open, then the HB user and HB admin can change the status to In Progress, Resolved, Closed, Awaiting Information, Resolution Verification, or On Hold.
- If the status is In Progress, then the HB user and HB admin can change the status to On Hold, In Progress, Awaiting Information, Resolution Verification, or Resolved.
- If the status is On Hold, then the HB user and HB admin can change the status to In Progress, Awaiting Information, Resolution Verification, or Resolved.
- If the status is Awaiting Information, then the HB user and HB admin can change the status to On Hold, In Progress, Awaiting Information, Resolution Verification, or Resolved.
- If the status is Resolution Verification, then the HB user and HB admin can change the status to In Progress, Awaiting Information, Resolution Verification, or Resolved.
- If the status is Resolved, then the HB user and HB admin can change the status to Open, Resolved, or Closed.
- If the status is Closed, then the HB user and HB admin can change the status to Open.
