Ticket list - Incident State?

  • 15 August 2022
  • 2 replies

Userlevel 1

Hi all,

I’ve tried, but I can’t seem to find a solution. Is it possible to do change have the incident state behaves?


  • I have an incident, that first was put into “Pending Requester”
  • State is “-”
  • The Requester responded, and the state is changed to “Requester Responded”.
  • That respond have I forwarded to an intern mail in our Finance department, but could also be to an external or any other e-mail.
  • Then I set the status to “Pending Internal”
  • The State is still “Requester Responded” and that’s the reason why I’m writing here:

Can I somehow put that into state “-” like the ones where status is “Pending Requester”?


Hope someone can help with this :)




2 replies

Userlevel 7
Badge +14

Hello @helu unfortunately I have not been successful in alter the state field. I had a similar inquiry once regarding approvals and why a response to approval doesn’t update the state as well. 

A workaround was given to me to create a custom field and use a workflow automator to update that field based on an approved or rejected approval, then add that field as a column in my ticket views.

Maybe something like that would work for you as well.

Take care!

Userlevel 1

@zachary.king Thanks for your response.


I've been thinking about doing some Workflow magic, but think it should be possible directly in Freshservice :)