How to move a ticket to another status and read the SLA chip
Move a ticket off On Hold, fix a refused Waiting on Client, and find the SLA chip guide.
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How to do it
Open the ticket and use the Status list.
A ticket on On Hold can go to any status in that list. That means New or AI Triage. It means In Progress. It means Waiting on Client or Waiting on Equipment. It means Customer Reply, Resolved or Closed. Pick the one you need.
To pick Waiting on Client, reply to the client first.
A ticket needs a first reply to the client before it can wait on the client. Reply to the client and pick Waiting on Client in the same step. An internal note does not count. Bulk changes, rules and Elise follow the same rule.
Check who can skip a rule.
Some moves are not allowed by the status flow. Someone with the Override Ticket Status permission can still make them. Owner and Full Admin have it. An admin can give it to another staff role. The admin opens Team, then Staff Roles. Find the permission under Service Desk. They then see every status in the Status list, except Locked. Other staff see only the moves the flow allows. When someone skips the first reply rule, the skip goes in the audit log.
Turn off a move you do not want.
This is for admins. In Advanced mode, open Settings, then Service Desk. Then open Status Workflow. Use the Can move to chips to turn a move off.
Read the SLA chip in the guide How SLA works from the tech's seat.
The chip shows the time left, or Paused. The guide in Operational Guides explains every state.
What you will have
- Move a ticket off On Hold to the status you need.
- Know why Waiting on Client is refused and how to fix it.
- Know who can pick any status.
Why it works this way: How to move a ticket to another status and read the SLA chip
A ticket can only make the moves your status flow allows. A few rules sit on top of that flow, so a pick can be refused or missing from the list.
Locked is the one status you can never pick. The workflow lock owns it.
If it did not work: How to move a ticket to another status and read the SLA chip
- Waiting on Client is refused: the ticket has no first reply to the client yet. Send a reply. Pick the status in the same step. Or ask someone with the Override Ticket Status permission.
- You cannot pick Locked: the workflow lock owns it, for everyone.
- A status is missing from your list: the flow does not allow that move for you. Ask an admin about the Override Ticket Status permission.
Questions this page answers
Can I move a ticket off On Hold to any status?
Yes. Open the Status list on the ticket and pick any status except Locked. The workflow lock owns Locked.
Why can I not set a ticket to Waiting on Client?
The ticket needs a first reply to the client first. Reply and pick Waiting on Client in the same step. An internal note does not count.
What does the SLA chip on a ticket show?
It shows time left, such as Expires in 2h 10m, or Overdue by 15m. It reads Paused on a status that pauses the SLA.
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