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Ticket workflow states

Workflow states define the current status of a ticket throughout its lifecycle. All ticket types use this common set of states, while each ticket type defines its own allowed state transitions through its workflowTransition configuration.

State ID Description Editable
New v1000 The ticket has been newly created and is waiting for triage, classification, or assignment. ✅
Assigned v1010 The ticket has been assigned to an individual or team. Active work has not yet started. ✅
In Progress v1020 The ticket is currently being actively worked on. ✅
Pending Approval v1030 The ticket is waiting for a formal approval before work can continue. ✅
Pending Feedback v1040 Work is paused while waiting for additional information or feedback from the reporter or a third party. ✅
On Hold v1050 Work has been temporarily suspended or scheduled for a later point in time. ✅
Resolved v1060 A solution has been provided. The ticket is awaiting verification or final closure. ✅
Closed v1070 The ticket has been completed and archived. No further regular modifications are allowed. ❌
Cancelled v1080 The ticket has been cancelled or discarded and will not be processed further. ❌
Reopened v1090 A previously resolved or closed ticket has been reopened because additional work is required. ✅

Notes custome specific configurations

  • Workflow states are global and shared across all ticket types.
  • The allowed transitions between workflow states are defined per ticket type using the workflowTransition configuration.
  • The following are considered terminal states:
  • Closed
  • Cancelled
  • Transitions from terminal states are typically only possible via Reopened, often restricted to users with administrative permissions.
  • Whether a ticket can be modified in a given state is controlled by the allowEdit property.