Edit All Unresolved Status

We encounter the same problem. Created a custom ticket status “rejected/declined”) but tickets with this status still show under “all unresolved” filter in ticket list. Are grateful for any advice, thank you.

Hi @cdelaney .

The suggestion is to create a flag (Checkbox or Tag) for this condition, so, the tickets will be Closed and hence out of the “All Unresolved”.

This condition (Checkbox or Tag) can be easily used in Analytics and in any other part, without the need to create an additional status for this.

Hope this helps.

Hi @VDV_ADI .

Same advice from my previous post:

We also have this scenario of yours; we created a Transient status called Invalid; with this status we:

Mark a flag (Checkbox in our case) as Invalid and even Skip email notifications for requester; then, we set status as Closed.

We use this flag to also avoid sending the Survey to the requester, and is used broadly in Analytics to avoid counting those Invalid tickets.

This way, we don’t need a custom status for this condition (The transient status is only for triggering the workflow to perform the aforementioned actions) as a permanent status, hence, All Unresolved Tickets remain useful and valid.

Hope this helps.

Regards,

Elvis