Change or Remove a Request Status

A status shows where a request stands: waiting for the client, handed over, or already resolved. This guide helps you set the right status and, if it was set by mistake or is no longer needed, remove it and leave the request without a status.

When needed

You started working on a request and want to mark it with a matching status (for example, "Snoozed").
The issue is resolved, and the request has to be closed with a status that explains the close reason.
A status was set by mistake and no other status in the list fits — remove it so it does not distort reports and filters.

What's important to know

Request status — a label from the list of statuses that an administrator configures. The Status field is in the Request fields section of the details panel on the right.
A status that closes the dialog is marked "(closes)" in the list. When you pick such a status, the dialog closing window opens first.
No status — a normal state of a request: new requests are created this way. An empty Status field shows the "Change status" hint.
You can remove a status only from an open request. In a closed request the status is the close reason that reports are built on, so there is no remove button there.
The status list depends on your skill groups: statuses bound to other groups are not shown in it.

Before you start

You are signed in as an operator, and your role has the Edit Status permission.
You opened the Operator panel module via Menu -> Operator panel.
You opened a request — the details panel appeared on the right.

Change the status

In the details panel, expand Request fields and find the Status field.
Click the field — the status list opens. To find a status quickly, start typing its name.
Pick a status:
- a regular status applies right away;
- for a status marked "(closes)", the closing window opens: fill in the required fields and click Close Dialog. Cancel closes the window and puts the previous status back in the field.

Remove the status

In the Status field of an open request, click × to the right of the status name. The Remove status window opens with the question Remove the status ""? The request will be left without a status.
Click Yes to remove the status. To change your mind, click Cancel or press Esc — the previous status stays in the field.

There is no × button when:

the request has no status yet;
the request is closed;
your role does not have the Edit Status permission (the Status field cannot be changed then);
the ticket is merged into another ticket;
the current status is not in your status list — the field shows "Change status" instead of the name. This happens when the status was renamed or bound to another skill group.

What happens after

After a status change, a system line " changed status to " appears in the message feed. After removal, the line reads " removed status ", and the Status field shows "Change status". The request stays open.

Only operators see the removal line: the client does not receive it in the messenger or in the client portal.

For a ticket, removing the status works the same way as switching to a regular status:

if the removed status was marked Is resolved, the ticket counts as unresolved again and takes up a place in the operator's request limit;
the auto-close timer set up for the removed status stops. When you set that status again, the countdown starts from zero.

How to verify it worked

The Status field shows the new status, or "Change status" after removal.
A system line about the status change or removal appeared in the request's message feed.
For a ticket, the logs have an entry about the status change — see View ticket logs.