Modifying Ticket Sub-statuses

To modify an existing ticket sub-status:

  1. From the ACC menu, select Content>Ticketing Repository.

  2. From the TicketingRepository.properties page, select Items of type Substatus, and then click List. The list of available Sub-statuses is displayed.

  3. Select a sub-status from the available list, and then modify the Name as necessary. Each sub-status lists its related parent status.

  4. Click Save.

    Next, you must modify the sub-status name in the TicketingResources.properties file, located in:

    j2ee-apps/Agent.ear/Agent.war/WEB-INF/classes/atg/svc/
    agent/ticketing/TicketingResources.properties

  5. From the ACC menu, select Pages and Components>J2EE Pages.

  6. From the J2EE page, double-click j2ee-apps/Agent.ear to open the Agent.war page.

  7. From the Agent.war page, locate the WEB-INF/classes/atg/svc/
    agent/ticketing     folder, and then double click the TicketingResources.properties file to open the TicketingResources.properties window.

  8. From the TicketingResources.properties window, scroll to the # Status labels list.

  9. Modify the relevant #Status label(s).

  10. Click Save File, and then close the TicketingResources.properties window.

  11. From the ACC menu, select Pages and Components>Components by Path.

  12. Navigate to the /atg/ticketing/TicketStatusManager component and then modify the relevant properties to match the new sub-status names. Included properties are:

    archivedSubStatusName

    closedAsDuplicateSubStatusName

    closedSubStatusName

    openSubStatusName

    pendingSubStatusName

    reOpenedSubStatusName

    restoredSubStatusName

    confirmedClosedSubStatusName

    Important: If you have modified the Open sub-status name, then you must also modify the newTicketSubStatus and unsuspendedTicketSubStatus properties to match the new name for the Open sub-status.

  13. Click Save.

 
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