4.5.3.2 Ticket statuses

The ticket statuses can be customized as follows.

• Changing status names
• Changing the initial status and transition order of statuses
• Adding and deleting statuses

(1) Changing status names

To change status names, edit the JavaScript file and JSON Schema file.

■JavaScript file

Change the status name enclosed in double quotation marks (") in the following files.

(Table) Sections to edit in the JavaScript file

<Definition example>

■JSON Schema file

Change the status name enclosed in double quotation marks (") in the following files.

(Table) Sections to edit in the JSON Schema file

<Definition example>

(2) Changing the initial status and transition order of statuses

The initial status and transition order of statuses vary depending on the ticket type. You can also customize the statuses for each ticket type. For details on the existing settings for statuses by ticket type, refer to the status for each type from the references in the “Ticket types”.

Edit the following file.

■JavaScript file

(Table) JavaScript files that need to be edited

[“TYPE_INIT_STATE_MAP”: initial status]

The initial status for each type is set in format of [TICKET_STATE.status definition name]. If you want to change it, select from the status definition names defined in “TICKET_STATE”.

<Definition example>

In this case, the initial status for incident tickets is “open”.

["type name_NEXT_STATES_MAP": transition destination status]

Define the status to transition to for each type with “type name_NEXT_STATES_MAP”.
In the type name, enter INCIDENT, REQUEST, TASK, PROBLEM, RELEASE, CASE, and UNCLASSIFIED.

[Source status]: Set using the [transition destination status] format. If you want to change the source status, change the transition destination status. When setting multiple transition destination statuses, separate them using commas.

<Definition example (incident tickets)>

In this case, if the status is “open”, open, in_progress, pending, cancelled and completed are displayed as the next statuses.

The transition destination status of rfc tickets can be set for each of the change types normal, breakfix, emergency, and standard, as with the initial status.

<Definition example (rfc tickets)>

(3) Adding and deleting statuses

[Adding new statuses]

You can add new statuses separate from the statuses prepared by default in Ops I. The procedure for adding a status is shown below.

1. Adding statuses to OTOBO
   1. Open OTOBO from the contents area of the ITSM application.
   2. Select [Admin] on the main menu.
   3. Click [Ticket Settings] - [States] to open the [State Management] window.
   4. Select [Actions] - [Add State].
   5. Enter the following in the [Add State] window and click the [Save] button.
      • Name: OTOBO status variable name
        The number of characters allowed is between 1 and 191.
      • State type:
        For details, see the following.
        https://doc.otobo.org/manual/admin/11.0/en/content/administration-area/ticket-settings/states.html
      • Validity:
        Set "valid".
2. Adding statuses to Ops I
   Define the following variables in the JavaScript file and JSON Schema file, and set the relationships.
   • Status variable name: Value used in JavaScript
     Any unique name can be used in JavaScript. Define it in "ticket_type_state_definition.js".
   • Ops I status variable name: Unique value indicating the status on the Ops I side
     Used in API input/output and scripts. Define it in "ticket_type_state_definition.js".
   • Ops I status label: Display name on the Ops I GUI
     Define it in "ticket_field_definition.js".
   
   ■JavaScript file 　

   JavaScript file	Location	Description
   script/ticket_operation/ticket_type_state_definition/ticket_type_state_definition.js	TICKET_STATE Set the relationship between the status variable name and Ops I status variable name closeStatusSet Add when the status type is "closed"	ClientScript*
   script/ticket-common/ticket_mapping_definition.js	OTOBO_MAPPING_STATE Set the relationship between the Ops I status variable name and OTOBO status variable name LABELS.DISPLAY_STATUS Set the relationship between the status variable name and Ops I status label name OTOBO_MAPPING_DISPLAY_STATUS Set the relationship between the Ops I status label name and OTOBO status variable STATE_DISPLAY_STATUS_MAP Set the relationship between the Ops I status variable name and Ops I status label	ClientScript*

   *For details on ClientScript, see "UI design".
   
   ■JSON Schema file
   
   Add the Ops I status variable name to the section to edit.

   JSON Schema file	Location	Description
   datamodel/datamodels_for_ticket_detail_ui/filter-form-schema.json	properties.state.enum Add Ops I status variable name properties.displayStatus.enum Add Ops I status label name	File related to UI
   datamodel/otobo-datasource-schemas/create-ticket-request-capi.json	properties.state.enum Add Ops I status variable name	File related to POST /capi/v1/tickets
   datamodel/otobo-datasource-schemas/ticket-search-response.json	properties.content.items.allOf.properties.state.enum Add Ops I status variable name	File related to GET /capi/v1/tickets
   datamodel/otobo-datasource-schemas/ticket.json	allOf.properties.state.enum Add Ops I status variable name	File related to multiple APIs
   datamodel/otobo-datasource-schemas/update-ticket-request-capi.json	properties.state.enum Add Ops I status variable name properties.approvalFlows.items.properties.status.enum Add Ops I status variable name	File related to PUT /capi/v1/tickets/{id}
   datamodel/otobo-datasource-schemas/update-ticket-request-patch.json	properties.state.enum Add Ops I status variable name	File related to PATCH /capi/v1/tickets/{id}
   datamodel/otobo-datasource-schemas/ticket-settings-approval.json	properties.statuses.items.properties.approval.enum Add Ops I status variable name properties.statuses.items.properties.transition.properties.approved.enum Add Ops I status variable name properties.statuses.items.properties.transition.properties.declined.enum Add Ops I status variable name	File related to POST /capi/v1/ticket-settings/approval or PUT /capi/v1/ticket-settings/approval/{id}

[Deleting statuses]

Delete unnecessary statuses from the JSON Schema file to be edited when adding statuses.