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Status transitions let you control the movement of a ticket from one discrete state to another (for example, from Open to Closed). For employees using self-service, you can include buttons on the Incident and Request detail forms to represent any status transition.
Status transition buttons for incident and request process workflows appear in the employee interface when incident or request transitions are linked to active transition types. A transition type defines the button text and controls the behavior of the ticket detail form. When buttons are defined, the legacy Close Incident (or Request) and Reopen Incident (or Request) buttons are not displayed on the ticket detail forms. Instead, the employee can only change the status of the Incident or Request using the status transition buttons configured by the administrator.
By default, all predefined transition types delivered with the product are inactive, so status transition buttons are not in effect. As a system administrator, you can activate and modify predefined transition types or create transition types to accommodate your status transition workflows. After you create or modify a transition type, you can link them to any incident or request status transition.
Note: For more information about transition types, see the Online Help.
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