description Customize your service desk’s request statuses. Learn how to add and rename your request’s statuses, change their category, and more.

Statuses report at-a-glance the current state a customer’s request. You can customize the statuses your service team uses for each of your service desk’s request types.

Statuses relate to your request type’s workflows and you can edit them in the workflow editor. Read more about workflows in next-gen projects.

Statuses can be shared between request types. This allows you to search for and report on customer requests in the same status without caring about the type of request they are. For example, you can find any requests that are currently “Waiting for customer” regardless if they are requesting IT help or they submitted a purchase request. Read more about reporting.

You must have the administrator role in your project to do the things described on this page. Learn more about next-gen project roles.

Add or create a status in your request type’s workflow

To add a status to a request type (or create a new one for your service desk):

  1. From your service desk's sidebar, select Project settings > Request types.

  2. From the sidebar, select the request type you want to edit.

  3. Select Edit workflow.

  4. Using the toolbar at the top of the editor, select a status category for the status you want to add. You can add statuses assigned to a to-do, in-progress, or done category.

  5. Search for the status you want to add, or type a new name to create one.

  6. Select Add.

Your new status appears on the workflow. By default, newly-added statuses allow requests in any other status to move into them. The Any status label represents this kind of "global" transition.

Read more about creating, editing, and deleting workflow transitions.

When you’re done making edits to your request type’s workflow, select Save and close from the workflow toolbar. Jira Service Desk updates your service desk’s customer requests and queues to reflect any changes you've made.

Edit or rename a status in your request type's workflow

To edit a status:

  1. From your service desk's sidebar, select Project settings > Request types.

  2. From the sidebar, select the request type you want to edit.

  3. Select Edit workflow.

  4. Select the status in your workflow diagram. The status details panel appears.

In the status details panel, you can edit the status’s name and category:

  • To edit its name, click the status’s name in the details panel.

  • To edit its category, select the Category dropdown in the details panel.

Statuses can be shared between request types. If you change the name or category of these shared statuses, Jira Service Desk also updates their names and categories in all your project’s request workflows that use the status.

If you want to change the name or category of a status only for the workflow you’re editing:

  1. Click the This status is shared across multiple workflows warning text in the details panel.

  2. Click the link to Change status for these requests only.

  3. Give your status a new name.

  4. Select Change.

Jira Service Desk makes a copy of the status, including its transitions and rules, for the workflow you’re currently editing.

Read more about creating, editing, and deleting workflow transitionsWhen you’re done making edits to your request type’s workflow, select  Save and close  from the workflow toolbar. Jira Service Desk updates your service desk’s customer requests and queues to reflect any changes you've made.

Delete a status in your request type’s workflow

To delete a status:

  1. From your service desk's sidebar, select Project settings > Request types.

  2. From the sidebar, select the request type you want to edit.

  3. Select Edit workflow.

  4. Select the status in your workflow diagram. The status details panel appears.

  5. At the bottom of the details panel, select Delete status.

Deleting a status also deletes any transitions – and their rules! – associated with the status. 

Statuses can be shared between workflows. Deleting a status in the workflow editor only removes the status from the workflow you're currently editing.

Pro tip: You can use the keyboard shortcut Ctrl+Z (on Mac: Cmd+Z) to undo any changes while editing your workflow. This comes in handy if you accidentally delete a status and don't want to recreate all of its transitions.

When you’re done making edits to your request type’s workflow, select Save and close from the workflow toolbar. Jira Service Desk warns you about any requests that are in statuses you’re deleting and ask you to move them to a valid status. Jira Service Desk updates your service desk’s customer requests and queues to reflect any changes you've made.