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Article Visibility by Status and Life Cycle
Matrix explaining how article status and life cycle impact who can view an article.
Using Web Services to Change the Status of a Ticket
Step-by-step instructions on how to build a workflow to change the current status of a ticket.
Getting Started with Ticket Statuses
Project Status Report
Requestor Updates to a Ticket Request Status
Time Status Report
My Project Status Report
Issue Resolution Status Report
User Status Report
Can you Update Ticket Attributes or Statuses via Email?
Using Reporting and Dashboards to Provide a Status Page
A guide on creating ticket and reporting tools to manage outages and report on them
Using Web Services to Provide an Outage Dashboard/Status Page in the Knowledge Base
A guide on how to use Api calls in ticket workflows to push outage information into the Knowledge Base.
On Hold Ticket Impact on Reports
This article describes how tickets in an "On Hold" status impact reporting.
Getting Started with Ticket Settings
Assignment and Operation of Ticket Workflows
This article outlines how workflows are assigned to tickets and how tickets progress through those workflows.