description Customize how requests flow through your service desk. Learn how to add, change, or remove the transitions between your request’s statuses.

Transitions control how request flows through your project. They connect your request’s statuses and describe the action your team takes when moving a request between statuses. They can also power up your project by performing automated actions.

Transitions relate to your request types' workflows and you can edit them in the workflow editor. Read more about workflows in next-gen projects.

Transitions become particularly powerful when you add rules to them. Rules automate repetitive actions when agents move requests between statuses. Read more about workflow rules.

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

Create a transition in your request type’s workflow

To create a new transition:

  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 Transition.

  5. Select the start of your transition path in the From status dropdown.

  6. Select the destination of your transition path in the To status dropdown.

  7. Give your transition a name.

  8. Select Create.

Your transition appears on the workflow as an arrow connecting your statuses. When you select a status in your workflow, you can view all its transitions in the details panel.

When you’re done making edits to your request type’s workflow, select Save and close from the workflow toolbar.

Edit a transition in your request type’s workflow

To edit a transition:

  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 transition in your workflow diagram. The transition details panel appears.

In the details panel, you can edit the transition’s name and any of its rules.

When you’re done editing your request type’s workflow, select Save and close from the workflow toolbar.

Take care when editing transitions. If you limit how people can move requests through a workflow – for example, by editing an Any status transition to a more restrictive transition – your service team may have trouble moving a request into the correct status.

Delete a transition in your request type’s workflow

To delete a transition:

  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 transition in your workflow diagram. The transition details panel appears.

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

Deleting a transition also deletes any rules associated with the transition.

When you’re done making edits to your issue type’s workflow, select Save and close from the workflow toolbar.

Take care when deleting transitions. If you limit how people can move requests through a workflow – for example, by removing Any status transitions – your service team may have trouble moving a request into the correct status. For example, if you remove all transitions from a status, you won’t be able to move requests into or out of that status at all.