When you submit a ticket, the ticket process begins in the first stage of the workflow. Only the current stage owner transitions the ticket to another stage. Ticket Administrators can assign the ticket to themselves and then move it to another stage.
The ticket type is mapped to a ticket workflow template. By default, all types are mapped to the Default Ticket Workflow. Each ticket has its own instance of the workflow. Workflow changes don't affect tickets after they start the workflow process. The user can apply workflow changes to tickets manually by clicking Click here to attempt a synchronization.
To transition a ticket:
- Go to Home > Tickets.
- Locate the ticket, select the ticket, and click Details.
Click Workflow.
Click an action button, such as Accept, to transition to the next stage or Reject to send it back to the previous stage.
Enter your transition message and click OK.
The ticket moves to another stage and the comment is added to the ticket history.
