Applies to: SharePoint On-Premises V3.7
Tickets list has a “Request Status” field that indicates the current status of the ticket. By default, there are four values for this status:
Ticket is created but not assigned to any technician/assigned staff
When the ticket is assigned a technician/assigned staff, product workflow updates the status with “In Progress” value automatically. If the assigned staff is emptied when the status is “In Progress”, product workflow sets the status back to “Not Started” Notifications work as per the “Notification on Ticket Assignment” utility
Assigned Staff/technician to set the status to “Resolved” manually and notifications work as per the “Notification on Ticket Resolve” utility.
Assigned Staff/technician to set the ticket status to “Closed” manually and notifications work as per the “Notification on Ticket Close” utility. Number of days to auto close the resolved tickets can be configured from “Application Administration, General Configurations, edit the Status Handing tab, and set the “Number of days to auto close resolved tickets” column value to desired number of days.
Crow Canyon Application uses these status values and these can’t be changed as otherwise application state machine may not work correctly.
Additional Request status values can be added to the “Request Status” field and these can be used as needed (For example, differed). If we would like to send notifications or perform some action when the ticket status changes to the newly added option, we can use Crow Canyon Workflow Manager solution. Refer https://www.crowcanyon.help/article/253 for sample send mail workflow using Crow Canyon Workflow Manager solution for SharePoint On-premises.