Establishing Support Structure › Status Transitions for Self-Service › How Transitions for Self-Service Work

How Transitions for Self-Service Work

Transition types and their corresponding statuses control when employees can close and reopen tickets as follows:

1. Active transition types are linked to incident (or request) status transitions by the administrator.
2. The employee creates an incident using self-service.
3. The analyst assigned to the incident finds a solution and moves the ticket to the Resolved status.
4. When the ticket is in a Resolved status, the employee detail form displays status transition buttons to Accept or Reject the resolution.
   • If the employee accepts the resolution, the Resolved to Closed transition occurs.
   • If the employee rejects the resolution, the Resolved to Open transition occurs.
5. After the employee clicks a button, they can add their remarks in the resolution form that appears.