Table of contents
WelcomeRequirements
Upgrade
Installation
1. Quick start guide
1.1. After installation
1.2. General settings
1.3. Add a section
1.4. Turn the board on-line
2. Administration guide
2.1. Introduction
2.2. Board Start/Stop
2.3. General settings
2.4. Regional settings
2.5. Layout and Skin settings
2.6. Security settings
2.7. Content management
2.7.1. Sections management
2.7.2. Section options
2.7.3. Tickets management
2.7.4. Users management
2.7.5. Status management
2.7.6. Status options
3. Staff guide
3.1. More info
3.2. Manage tickets
3.3. Dispatching ticket
Annexe 1: Configuration file
Annexe 2: User roles
Annexe 3: Coppa
Annexe 4: Document upload
Annexe 5: Technical information
2.7.5. Status management
This section explains the status of the tickets. To access this page, go to the administration section and select the 'Manage status' from the menu.
List of the status
This page displays the list of the status a ticket can have.
The statuses are important because they allow providing feedback (notification) to the user (or other actors) regarding the tickets.
The display order is defined by the id and goes from A to Z. The first status (A) and the last (Z) cannot be deleted. The E-mail column indicates if notification via e-mail is setup. Go to the Edit page, to define who will be notified. There, you can also change the icon and background colour.
Deleting a status
When you delete a status you will be invited to give another status for the tickets having already the status you are deleting.
Show/hide closed tickets
The last status, generally used to indicate a "closed ticket", can be use to hide the tickets in the section list. It's a common usage to hide the tickets that are no more active on the board. If you decide to turn the closed tickets to hidden, the staff members have a menu allowing to show/hide these closed tickets.
Status applicable in all sections
Indeed, the status are defined for all tickets whatever the section where the ticket is placed. Nevertheless, regarding the notifications, the section options allow you to block all the e-mails associated to the status within this particular section.
It's sometime not required to trigger e-mails in a particular section (like a 'Knowledge center' or 'Information centre' section), while other support sections will apply the notifications as defined in the status settings.
Tips
If you don't want that the status notifications (as defined here) take effect in a section, you can disable the e-mail notification in that section. See Section options. Other sections will apply the e-mail notifications when the ticket status changes.