Is it possible for the ticket workflow step to change the value in the Status attribute of a ticket?

We have a Change Request form with Change Request workflow assigned to it. When the ticket gets created, its "Status" attribute value is set to "New". One of the workflow steps is to approve the proposed change. It is possible to configure this step, or other step in the workflow to change the status of the ticket to "In Process", and later to "Closed?"

Tags ticket-workflows
Asked by Bodek Frak on Wed 3/9/16 2:17 PM
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Answers (5)

This answer has been marked as the accepted answer
Phil Curl Wed 3/9/16 4:04 PM

Hi Bodek,

This is absolutely possible and is one of our most widely-used workflow features. I would first recommend reading the following Knowledge Base article which describes ticketing workflows in great detail: . If you have any follow-up questions, or feel as though your initial question was not sufficiently answered, just let us know and we will be happy to provide any additional details we can.


Phil Curl


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Mark Sayers Wed 5/4/16 3:15 PM

Hi Jackson,

A workflow would only be able to change the status of it's ticket mid-workflow if your workflow step made a web-service call to change the status. You would have to write that call yourself though.

Otherwise, normal workflow steps cannot make changes to the ticket status during the workflow. It can only change the status once the workflow is approved or rejected.

Let me know if you have any further questions on this.

Mark Sayers

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Jackson Potter Wed 5/4/16 2:20 PM

Hi Bodek,

Thanks for the response! That's not quite what I'm looking for, though. Do you know if it's possible to have a workflow step automatically change the ticket status *during* the workflow, before it reaches the final approved/denied step?

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Bodek Frak Wed 5/4/16 2:06 PM Last edited Wed 5/4/16 2:07 PM


Here are the steps

  • Go to Admin Client
  • Go to Ticketing application > [your ticketing application] > Ticket Workflow
  • Launch View Builder for your workflow
  • Click on File > Check Out
  • Click on Wokflow > Details
  • In "Approval Status" field pick your desired status.

Ticket status will change to that desired status once the workflow approval is completed.

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Jackson Potter Wed 5/4/16 12:33 PM

I was just looking for a similar feature, but I was not able to find out how to actually have a Ticketing workflow step modify the status of the ticket. I took a look at the KB article linked by Phil, but didn't find any information about modify the ticket status using a workflow. Could you point me in the right direction?

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