we’ve had a request to have a status “canceled” that also closes a ticket, but keeps the status as canceled, the status doesn’t change to closed. is that possible? is there another option - perhaps a custom filed would be the answer?
Best answer by mike.b
View originalI don’t know if it can be done with a status or not…
We use a custom field to log why the ticket was closed (i.e. completed, false alarm, user resolved on their own, closed due to inactivity, etc.), and require that be filled in when closing the ticket.
+10
I would do the same as above, that way you can get all the actions from a closed ticket but still be able to filter reports out to produce the cancelled ticket.
+5
I would also do the same as mentioned above. You could also have an automation to set a tag instead like “Cancelled”, “false alarm” etc.
+16
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