1. Support Management
  2. Issue Management
  3. Managing Issue Status Transitions

Managing Issue Status Transitions

On the Manage Status Transitions page you can decide the workflow of issue statuses. For example, you can decide that when an issue is created, its status can only be either Submitted, In Progress, or On Hold. Alternatively, when an issue has a status Released, you can decide that this issue status cannot be changed to any other status.

You can set up a status workflow for each issue role and issue type combination. For example, if you use four issue roles and two issue types, you can create up to eight unique status workflows.

Select the issue role and issue type before checking the boxes for which settings can be made on issue records.

Warning:

If you have already submitted issues using the current status transition table, only make changes that ensure open issues can continue the resolution process. For example, an issue is assigned to a QA Engineer in the status of Fixed. You want to make sure that user role can either change the status to Closed, or reassign the issue.

The following should be completed before managing status transitions:

  1. To set up issue types, see Setting Up Issue Types.

  2. To set up issue roles, see Creating Issue Role Types.

  3. To set up issue statuses, see Setting Up Issue Statuses.

Note:

Administrator issue role types can use any status transition and are therefore not available in the Issue Role field on this page.

To manage issue status transitions:

  1. Go to Setup > Issues > Manage Status Transitions.

  2. In the Issue Role field at the bottom of the page, select the role type you want to manage statuses for.

  3. In the Issue Type field, select the type of issue you want to set transitions for when employees use the role type you selected.

  4. Click the Mark All button to check all boxes.

  5. In the -Start- row, clear the boxes for each status you do not want available for an issue when it is first created.

    For example, you may want to clear the boxes in the status columns with a base status of Closed.

  6. For each status in the From column, clear the boxes for any statuses that should not be available for the next stage in issue resolution.

    Each status row listed on the left side of the table represents the status an issue will be changing from. The status columns represent the possible statuses that an issue of that status can change to.

  7. Click Submit.

You can return to this page at any time to edit your settings for each issue role and issue type.

Related Topics

General Notices