Documentation › Configuration guide › Customize ticket statuses

Customize ticket statuses

Location of statuses

All ticket statuses are stored in the “Ticket Statuses” list on the “Site contents” page.

Ticket Statuses List

The list contains the following columns:

  • ID – the default SharePoint column containing item IDs.

  • Name – the status name displayed in the UI. Can also be used for HelpDesk localization.

  • Internal name – the system status name used in triggers, custom JavaScript, email synchronization, and other core processes.

  • StatusOrder – indices that define the order of statuses in the ticket form.

Note

By default, there are four system statuses; deleting them or modifying their internal names will break HelpDesk functionality:

  • New

  • In progress

  • Pending

  • Solved

You can add custom statuses or rename the existing ones, for example, to translate them into another language.

Edit ticket status

Connection between tickets and statuses

The “Tickets” list has two lookup columns referring to the “Ticket Statuses” list:

  • Status – refers to the “Name” column;

  • Internal status – refers to the “Internal name” column;

From Tickets to Statuses

Customize color identifier

Each status can be easily distinguished using one of the 10 predefined colors available in the HelpDesk palette:

Color palette options for ticket statuses HelpDesk

Status colors

Name

Hex Color Codes

Suggested for

Blue

#0F6CBD

New, Open

Teal

#038387

In progress

Green

#107C10

Solved, Resolved, Completed

Gold

#EAA300

On hold, Pending

Orange

#F7630C

Waiting for you

Red

#D13438

Escalated, Overdue

Magenta

#C239B3

Forwarded to provider

Purple

#8764B8

Awaiting approval

Indigo

#5B5FC7

Scheduled

Grey

#616161

Closed, Cancelled

By default, standard statuses use the recommended colors shown above, while custom statuses are assigned Grey.

You can also customize the color assigned from the Ticket Statuses list. For easier access, make sure the Color column is visible in your list view:

Show/Hide option with Ticket Statuses list in SharePoint

Then, edit its value and enter one of the hex color codes listed above.

Color column in Ticket Statuses list in SharePoint

The updated color will be reflected across your views and web widgets wherever the status is displayed.

Customize default status in ticket form

Out of the box, the Send button sets a ticket status to Pending once you submit a new comment.

Send and pending button

You can replace the Pending status with another one through a quick customization of the ticket form. Let us check how to change it to In progress.

Note

This option is available starting from HelpDesk 2.1.25

  1. Download and install the Plumsail SharePoint Forms designer.

  2. Connect to your HelpDesk site.

Forms

And select the “Tickets” list.

Tickets List

Check out a detailed guide on this topic.

  1. Once you have connected to the ticket Edit form, select the <save-as /> element and edit it.

Save as text

  1. Add a default-status attribute and specify a value. It should be the internal name of the required status in lower case.

<save-as default-status="in progress"/>

Send in progress

  1. As a result, the Send button sets the ticket status to In progress.

Send in progress result

  1. You can also keep a current status in the Send button.

<save-as default-status="current"/>

Send and current status

Advanced scenario

It is also possible to set the default status programmatically, using the JavaScript API. Open a JavaScript editor in the form designer and paste the code snippet provided below. In this code, we use const defaultStatusId = 2 to set the status value. The number is the item ID of the required status in the “Ticket Statuses” list.

fd.spBeforeRender(function(vue) {
  const FormAPI = Plumsail.HelpDesk.FormAPI;
  const defaultStatusId = 2;

  FormAPI.getComponent('save-as').then(component => {
      component.setStatus(defaultStatusId);
  });
});

Send Status JavaScript