Statuses
The workspace's shared pool of statuses that workflows are built from.
Administration → Statuses
Statuses are a shared pool for the whole workspace, and a workflow is built by placing statuses in it. To add one, pick the workflow, then either Use existing status (the same "Done" can sit in every workflow) or Create new status. A status's name, category and colour live once, so changing them applies in every workflow it's placed in; the flags below are set per workflow.
The flags that actually drive behavior
- Initial — the status a new ticket starts in for this workflow.
- Final — marks the ticket as closed/resolved. A ticket only becomes eligible for Data Retention once it's sitting in a Final status; moving into a Final status also stamps its resolved timestamp (used in resolution reporting) and feeds the change-success/failure report — a Change closing via a Final status whose category is Done counts as successful, any other category counts as failed.
- Pauses SLA — while a ticket sits in this status, its SLA due dates stop counting down (e.g. "Waiting on Customer"). Turn this on for any status that means the clock shouldn't be running.
Category
To Do / In Progress / Done — the semantic bucket a status falls into, used for board-column grouping and reporting. A workflow can have more than one status in the same category (e.g. both "Done" and "Cancelled" as separate Final statuses, one Done-category and one not, if you want them to read differently in reports).