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Statuses in Ravenna help you track the progress of tickets through their lifecycle. The system provides both default system statuses and the flexibility to create custom sub-statuses that can be assigned to specific request types for more granular process management.

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What Are Statuses?

Introduction
Statuses represent the current state of a ticket in your process. Ravenna uses a two-level hierarchy: system statuses serve as main categories, and you can create custom sub-statuses underneath them for more specific tracking. Key Features:
  • System statuses - Five main status categories for all tickets
  • Custom sub-statuses - Create specific statuses under system categories
  • Request type assignment - Assign custom statuses to specific request types
  • Flexible management - Change statuses manually or through automation

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System Statuses

Ravenna provides five default system statuses that serve as the foundation for all ticket processes:

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Open

New tickets that haven’t been started yet. This is the default status for all newly created tickets.

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In Progress

Tickets that are actively being worked on by team members.

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Waiting

Tickets that are on hold or waiting for external input, customer response, or other dependencies.

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Done

Tickets that have been completed and resolved but may need final verification.

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Closed

Tickets that are fully completed and archived.

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How Statuses Work

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System vs Custom Statuses

System Statuses:
  • Five main categories that cannot be deleted or modified
  • Serve as status groups for organizing custom sub-statuses
  • Available to all tickets regardless of request type
Custom Sub-statuses:
  • Created under system status categories
  • Must be assigned to specific request types to be usable
  • Provide granular tracking for specific processes

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Status Assignment Process

For custom sub-statuses to be available on tickets, they must be assigned to request types:
  1. Create the custom status in Settings → Statuses
  2. Assign to request type in Request Types → [Request Type] → Statuses
  3. Use in tickets created with that request type

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Creating Custom Statuses

Introduction

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Adding New Sub-statuses

1

Navigate to Status Settings

Go to Settings → Statuses to access status management.
2

Create New Status

Click the Add button to open the create status modal.
3

Configure Status

Label: The label for your custom status
4

Save Status

Click Save to create the status. Note: This status won’t be usable until assigned to request types.

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Assigning Statuses to Request Types

Introduction
1

Navigate to Request Types

Go to Settings → Request Types to configure request type statuses.
2

Select Request Type

Choose the specific request type you want to configure.
3

Access Statuses

Navigate to the Statuses section for that request type.
4

Assign Custom Statuses

Select which custom sub-statuses should be available for tickets created with this request type.
5

Save Configuration

Click Save to apply the status configuration to the request type.

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Using Statuses

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Setting Status During Ticket Creation

When creating a ticket:
  • The default status is Open
  • You can select any available status based on the request type
  • Available statuses include system statuses plus any custom sub-statuses assigned to the request type

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Changing Status on Existing Tickets

Individual Ticket Updates:
1

Open Ticket Details

Navigate to the specific ticket you want to update.
2

Change Status

Click on the status field and select the new status from the dropdown.
3

Save Changes

The status change is automatically saved and recorded in the ticket history.
Bulk Status Updates:
Introduction
1

Select Tickets

From the ticket list or table view, select multiple tickets using checkboxes.
2

Bulk Actions

Click on the bulk actions menu.
3

Update Status

Choose “Update Status” and select the new status for all selected tickets.
4

Apply Changes

Confirm the bulk update to apply the status change to all selected tickets.

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Status Organization and Views

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Filtering by Status

Available Filter Options:
  • Filter tickets by specific status or status groups
  • Show only tickets with certain statuses
  • Exclude tickets with specific statuses
  • Create saved filters for quick access

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Sorting by Status

Sort Capabilities:
  • Sort tickets by status in alphabetical order
  • Custom sorting based on status hierarchy
  • Combine status sorting with other criteria

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Grouping by Status

List and Table Views:
  • Group tickets by status for better organization
  • Collapse/expand status groups
  • See ticket counts per status
Kanban Board View:
  • Organize tickets in columns by status
  • Drag and drop tickets between status columns
  • Visual process management with status-based columns

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Request Type Integration

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Status Configurations

Different request types can have different available statuses: Example Configuration:
  • Bug Reports might use: Open → In Progress → Needs Review → Done → Closed
  • Feature Requests might use: Open → Planning → In Progress → Testing → Done → Closed

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Status Assignment Rules

  • System statuses are always available to all request types
  • Custom sub-statuses must be explicitly assigned to request types
  • Each request type can have its own subset of available statuses
  • Status availability is determined when the ticket is created

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Summary

Statuses in Ravenna provide a flexible system for tracking ticket progress through your processes. The combination of system statuses and custom sub-statuses allows you to create status configurations that match your team’s specific needs while maintaining consistency across your organization. By creating custom sub-statuses and assigning them to appropriate request types, you can build detailed status flows that provide visibility into exactly where each ticket stands in your process. Use the filtering, sorting, and grouping capabilities to organize your work and maintain clear oversight of your team’s progress.