Define Status Transitions

casm1401
HID_Define_Status_Transition
You can define a subset of the full status list and determine the next status of the ticket as it continues through its lifecycle. You can also specify how strictly the system enforces status transition policies by configuring the Status Policy Violations option in Options Manager (General Options).
: Because status transitions can be shared between integrations such as Events and Macros, do not inactivate predefined status transitions unless explicitly requested.
Follow these steps:
  1. On the Administration tab, select Service Desk, Requests/Incidents/Problems, and specify one of the following:
    • Incident Transitions
    • Problem Transitions
      Request Transitions
    The Transition List page appears.
  2. Click Create.
    The Update Status Transitions page appears.
  3. Complete the fields as appropriate. The following fields require explanation:
    • From Status
      Defines the current status of the ticket, for example, Open.
    • To Status
      Specifies a valid next status of the ticket, for example, Assigned.
    • Default Transition
      Specifies the default status transition. CA SDM uses the default transition when a user clicks the default transition button on the ticket detail page, or when a user (including a web services user) updates the status to a <d> value. You can only configure one default transition for each status (or one for each tenant in a multi-tenanted system).
    • Must Comment
      Indicates that a comment for the transition must be supplied. Specifying this option indicates that an analyst must supply an activity log comment when changing the status on a request.
    • Condition
      Specifies the condition by which the transition is allowed. For example, when the condition "nonprty 1&2 assigned req" is associated with the Request Transition of Acknowledged to Hold, the condition verifies if the transition to move the status from Acknowledged to Hold is allowed.
    • Transition Type
      Links a transition type to this transition. Transition types and their corresponding statuses control when employees can close and reopen Incidents and Requests using self-service. This field only displays for Incident and Request status transitions.
    • Condition Error Message
      Specifies the message returned to the user if the transition is rejected.
    The transition is defined.
  4. Click Save, Close Window.
    The transition appears in the Transition List when you refresh the page.
Search for Transitions
You can use the search function to filter the Request/Incident/Problem Transition List page to show only the items you want to see. You can also locate a specific transition type to view or update.
If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.
To search for a transition
  1. On the Request/Incident/Problem Transition List page, click Show Filter.
  2. Complete one or more of the following search fields:
    Status
    Defines the current ticket status, for example, Open.
    New Status
    Defines the next ticket status, for example, Closed.
    Default
    Specifies whether this transition appears as the default transition on the ticket detail page.
    Must Comment
    Indicates that a comment for the transition must be supplied. Specifying this option indicates that an analyst must supply an activity log comment when changing the status on a request.
    Active
    Specifies if the transition is currently active or inactive.
    Transition Type
    Specifies a transition type for this transition. Transition types and their corresponding statuses control when employees can close and reopen Incidents and Requests using self-service. This field only displays for Incident and Request status transitions.
    Status Description
    Provides a brief description of the record.
  3. Click Search.
    The Request/Incident/Problem Transition List displays all transitions that match your search criteria.