Workflow item

Hi,
Just easy ! or quite easy


Create new Status : => Parameters => Lists of Values => Status
Take care to enter correct order so that your new Status will be displayed in the correct place corresponding to logical flow. It's not mandatory but simplifies visibility.


Manage WorkFlows : => Parameters => Control & Automations => Workflows
You can either update existing workflows to use your new status or create a brand new one.
You must check some profiles in the list so that your new status is selectable from one or several status, and take care that it is possible to move from your new status to others.


Use your workflow : => Parameters => List of Types => Ticket Types (or else)
For the desired types, select the workflox using your new status.


That's all.