Move an issue through its workflow

Each issue has a workflow depending on the workflow of its request type. You can transition an issue to change its status, or perform transitions that trigger actions but keep the status the same (sometimes called "looped" transitions).

Both admins and agents can transition an issue.

To transition an issue to a new status

1. Select the Status menu at the top of the issue

2. Select the new status for the issue

You can also see the issue workflow by selecting View workflow.

To learn more about workflows, see Build the workflow you need.

To perform an issue action (looped transition)

If you only have one action, select the name of the action at the top of the issue.

If you have more than one issue action:

1. Select the Actions button at the top of the issue.

2. Select the action to perform.