Change ticket categories (Active, Waiting, Closed) and action status

Idea shared by David Jeba - 11/28/2014 at 5:42 AM

Declined

I want to change/rename/add the ticket categories and the status in actions

so that the ticket is transferred to its bucket.

By default only 3 status are there which is not fitting to my business case

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Brian Ward Replied

12/1/2014 at 8:03 AM

At this time it is not possible to add/edit the existing status. You can always use a custom field for this. I will change this thread to a idea so others can vote on it.

David Jeba Replied

12/1/2014 at 9:51 PM

can you point me to the help document on how to implement this via customfield?

Jonathan Forrester Replied

8/27/2015 at 11:11 AM

Im interested in this as well

Employee Replied

8/27/2015 at 12:18 PM

Employee Post

Here is a link on how to add and use custom fields in tickets.

http://portal.smartertools.com/kb/a2535/create-and-use-custom-fields-in-tickets.aspx

After you add a custom field to a template you can change your view in SmarterMail to show this custom filed and sort by it.

hamed khadem Replied

9/14/2015 at 11:51 AM

we need this too

David Epperson Replied

4/26/2016 at 8:58 AM

It would be nice to be able to have more than 3 Status groups

Andy Smith Replied

11/13/2017 at 1:44 AM

Bump on this....its still a feature that would be really nice, custom fields does not solve it for us. (smartertraack)

Employee Replied

8/8/2018 at 1:51 PM

Employee Post

Hello everyone,

We met yesterday to discuss the requested features list for future versions of SmarterTrack. It has been decided that allowing customization of ticket statuses is not on the roadmap at this time.

We'd like to thank you for your participation on this thread and apologize for any inconvenience this causes. If plans for the future change, we will be sure to post an update here.

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