Move an issue through its workflow from the new issue view

Each issue has a workflow depending on the workflow of its request type. You can transition an issue through its workflow (move it from start to finish) inside the issue view.

Both admins and agents can transition an issue.

To transition an issue:

  1. Open the issue view of the request.

  2. Select the Status of your issue.

  3. Select the status to transition to, or View workflow to see how the work flows for this request type.

Workflow status dropdown when a status is selected

 

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