Workflows
The statuses a ticket moves through, and which moves are allowed.
Administration → Workflows
A workflow is a set of statuses plus the transitions allowed between them. Every project uses one workflow by default — a project can also override it per tracker (e.g. Incident uses a different workflow than Service Request) under that project's own settings, on plans that include per-tracker workflow overrides.
Creating a workflow
Starts with zero statuses — it does not clone another workflow's statuses. Add statuses to it under the Statuses tab, picking this workflow and either reusing an existing status or creating a new one.
Transitions
A transition is a one-directional link — "From" can move to "To", but not the reverse unless you add a second transition for that. While a workflow has no transitions at all, any status move is allowed; once it has at least one, only the listed moves are. A status with no transition out of it then traps tickets until you add one.
- From and To must both belong to the workflow you're editing — you can't transition across two different workflows.
- Used by shows every project and per-tracker override currently relying on this workflow — check it before editing transitions on a shared workflow, since the change affects all of them at once.