Establishing Support Structure › Status Transitions and Dependent Attribute Controls

Status Transitions and Dependent Attribute Controls

You can use the following configurable controls to restrict ticket status flows for change orders, issues, incidents/problems/requests, and determine which fields are shown, or required for each ticket status:

• Transitions

  Controls how users select available statuses on the incident/problem/request, issue, or change order form. For example, a problem is in a status of Open, and the transition flow only allows the analyst to update the status to Closed. In this example, the analyst has no other status options, which reinforces the problem management process.

  Transitions let you define a subset of the full status list and specify the default new (or next) status of a ticket based on the current status. You can define unique status transitions for each ticket type. Consider using transitions when you want to restrict status workflows for your end users.

• Dependent Attributes

  Controls how attributes are designated as required (must supply) or locked (cannot update) depending on ticket status. For example, the Change Manager can prevent an analyst from editing the Summary attribute after a change order is approved. Consider using attribute controls when you want to restrict certain attributes based on the status.

Note: You can specify how strictly the system enforces Status policies by configuring the Status Policy Violations option in Options Manager (General Options). This option only applies to automated system processes, such as integrations and macros.