Can we have a custom status for a task? : Freshservice Support
At the moment it does not appear we can edit, create or delete option for Task Status. This would be beneficial because our agents are not used to the term blocked and we would like to be able to update this to rejected for clearer understanding of what the status is doing. Otherwise, this may get misused and does not have clear parameters as to when to select what status.
+8Taking this a step further, we would love to see multiple statuses for closure of tasks on tickets.
Use Case:
For many tickets we have workflows add sets of tasks. Especially for departures, this includes checking for existence of logins on non-SSO 3rd party SaaS tools. Currently we can only choose “complete” or delete a task. (any task not marked as complete will flip to “complete” when the ticket is closed).
We’d love to mark a task either as Blocked and have that hold when the ticket closes or set it as a custom status that would indicate whether a 3rd party login was found and removed vs no 3rd party login existed. This would be helpful when auditing later as we could pull reporting rather than going ticket by ticket looking for manual notes. It should also eliminate the need for so many manual notes if we can apply a status and know clearly what it means.
Also be able to say what happens with the task when those statuses are selected and do this system wide. Not have to go to each individual workflow branch and add in a node and then hope that if anything changes that you do not have to go through each workflow and branch to update it e.g. if you add a Task Status as Rejected that it marks it as closed but does not change the status (as you said above). That way it is reportable. How many tasks were rejected?
What does each status do to the task and the ticket? Like the conditions, you should be able to set this as the status changes what happens with the task and what it does to the ticket.
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