I have a Business Rule that disables the custom status “Pending Remediation Validation” unless a particular Category/Sub-category is selected (see below). The problem is, this rule only seems to apply to the options for the main panel on the right side of a ticket’s detail page, and not for the Ticket-list view Status change option or for the Ticket Reply “Send and set status as...” option. The status still shows up in these two places, regardless of the ticket category.
Ticket list view:
Ticket Reply “Add and set as” option:
Ok, I played around with this and you are correct. I would contact support as this doesn’t appear to be working as we would expect it too.