Status and state map

Hi ​@jack4081 I don’t think there are color statuses in freshservice similar to what you have used in ServiceNow. There are 4 fundamental status options like you mentioned, but I’m not entirely sure if color can be induced. By default, you have colored squares for “priority” option, and the state option for tickets in list view is highlighted in blue/red/green, but not sure if the same is available for status. I suggest you check with support or your CSM once.

Hello! I apologize for not explaining clearly. Freshservice has color coded states for tickets.

Here is a sample from my test instance. Sometimes I see New, sometimes overdue. etc.. I would like to know what shows up and when in the state field for each status. I can’t find it documented anywhere. If it was in the training I missed it!

Thank you for the clarification! The status doesn't seem to directly influence what the ticket's state is. For example, you can have the ticket status as "In Progress" and state can be both "requester responded" (in blue) or "response due " (in red). The way state is color coded is as below:

1. New (in green) - ticket has just been created and has not breached First response time 
2. Requester responded (in blue) - a requester has responded to a previous reply by the agent, or they've sent another response after ticket creation
3. Overdue (in red) - when the agent has breached the first response / ticket response / ticket resolution SLA, it gives overdue

Hi ​@jack4081 
It’s possible to map both states and statuses using the Help Desk Migration Wizard when moving data from ServiceNow to Freshservice - https://www.freshworks.com/apps/help_desk_migration__import_data_to_freshservice/

During the setup process, you'll find a “Map Fields” step where you can match ticket fields, including both states and statuses, to align with Freshservice. And also, you can start free demo migration to check out how data will look like on Freshservice and how statuses will be transferred. 

Hope it helps!