Establishing Support Structure › Status Transitions and Dependent Attribute Controls › Predefined Transition Flows

Predefined Transition Flows

For each ticket type, you can use the predefined status transitions provided with the product and modify them to accommodate your desired transition flow.

Note: Since status transitions can be shared between integrations such as CA Workflow, do not inactivate predefined status transitions unless explicitly requested.

To view the list of predefined transitions, do the following:

On the Administration tab, expand the Service Desk node, and select one of the following:

• Change Order Transitions
• Issue Transitions
• Request/Incident/Problem Transitions

The Transitions List displays the predefined transitions that let you control how a ticket (incident/request/problem, change order, and issue) continues through its lifecycle.

Note: For detailed procedural information about defining and modifying transitions, see the Online Help.