Best Practice: Predefined Status Transitions

Establishing Support Structure › Status Transitions and Dependent Attribute Controls › Best Practice: Predefined Status Transitions

Best Practice: Predefined Status Transitions

The predefined status transitions delivered with the product are Active in a new installation and Inactive after the upgrade. For every status listed on the Transitions List page, there is a default status transition (or next status). The path taken by the default status transition reflects the best practice. The additional status transitions listed on the Transitions List page are provided to fulfill various ticket management workflows. However, only Active status transitions that use this best practice can ensure that the proper workflow for managing Requests, Incidents, Problems, and Change Orders occurs. This best practice helps promote the movement of tickets to resolution and closure within the IT environment.

For example, the following predefined incident transitions listed on the Incident Transition list page are set to Inactive to help promote the resolution and closure of incidents:

Status	New Status	Default	Status Description	Record Status
Acknowledged	Closed	No	Acknowledged to Closed Status Transition	Inactive
Acknowledged	Closed Unresolved	No	Acknowledged to Close Unresolved Status Transition	Inactive
Acknowledged	Open	Yes	Acknowledged to Open Status Transition	Inactive
Awaiting End User Response	Acknowledged	No	Awaiting End User Response to Acknowledged Status Transition	Inactive
Awaiting End User Response	Open	No	Awaiting End User Response to Open Status Transition	Inactive
Awaiting Vendor	Acknowledged	No	Awaiting Vendor to Acknowledged Status Transition	Inactive
Awaiting Vendor	Closed	No	Awaiting Vendor to Closed Status Transition	Inactive
Awaiting Vendor	Open	No	Awaiting Vendor to Open Status Transition	Inactive
Closed	Acknowledged	No	Closed to Acknowledged Status Transition	Inactive
Closed Unresolved	Acknowledged	No	Closed Unresolved to Acknowledged Status Transition	Inactive
Closed Unresolved	Closed	No	Closed Unresolved to Closed Status Transition	Inactive
Hold	Acknowledged	No	Hold to Acknowledged Status Transition	Inactive
Hold	Closed	No	Hold to Closed Status Transition	Inactive
Hold	Open	No	Hold to Open Status Transition	Inactive
In Progress	Acknowledged	No	In Progress to Acknowledged Status Transition	Inactive
In Progress	Closed	No	In Progress to Closed Status Transition	Inactive
In Progress	Open	No	In Progress to Open Status Transition	Inactive
Open	Closed	No	Open to Closed Status Transition	Inactive
Pending Change	Acknowledged	No	Pending Change to Acknowledged Status Transition	Inactive
Pending Change	Closed	No	Pending Change to Closed Status Transition	Inactive
Pending Change	Open	No	Pending Change to Open Status Transition	Inactive
Researching	Open	No	Researching to Open Status Transition	Inactive

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