How to Change Ticket Status Flow.

Updated by Ruchita Chavda

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' or 'Open.'

  • 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.'

How did we do?