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Set Status & Progress of a Ticket

Tobias Patek
  • Updated

Overview

Using the status field is recommended whenever you have a workflow where tasks or issues get assigned to be worked on and resolved. While the status field allows to transition tickets through workflow stages, the progress field tracks the progress of a ticket from 0% to 100%.

Set Ticket Status

Requires the status field in the form. Read more in Create & Edit Forms > Add a Predefined Field.

Available values for the status field:

  • Open: Default when tickets are created.
  • In Progress: Typically set by the assignee once work has started.
  • Resolved: Issue has been resolved by a subcontractor and needs to be reviewed and closed by an in-house user.
  • Feedback: Assignee requires feedback to continue.
  • Rejected: Used when there is a reason that the ticket cannot be resolved.
  • Closed: Work is done.

Subcontractors cannot set tickets to Closed.

Each status has a colour assigned. Read more in Status Colours & Ticket Pins.

To set the status of a ticket:

  1. Open a ticket or Create a Ticket
  2. Find the status field and select a status, e.g. In Progress
  3. Click Save or Save and close

  1. Open a ticket or Create a Ticket
  2. Find and tap the Status field
  3. Select a status from the list (for example In Progress)
  4. The status of the ticket gets changed and can be viewed in the ticket

Set Ticket Progress

Requires the progress field in the form. Read more in Create & Edit Forms > Add a Predefined Field.

The default progress is 0%. The status and progress fields are not linked and have to be updated manually.

To set the progress of a ticket:

  1. Open a ticket or Create a Ticket
  2. Find the Progress field and click within the bar to set the slider
    OR drag & drop the slider at the desired %
  3. Optional: Click ✔ to set to 100%
  4. Optional: Click X to set to 0%.
  5. Click Save or Save and close

  1. Open a ticket or Create a Ticket
  2. Find the Progress field and tap within the bar to set the slider
    OR drag & drop the slider at the desired %
  3. Optional: Tap ✔ to set to 100%
  4. Optional: Tap X to set to 0%.

The status and progress of tickets can be used in Schedules to automatically calculate the progress of parent phases. Read more in Schedules > Progress.

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