Each ticket in i-net HelpDesk has a status. It defines the processing status of this ticket. The status determines which Actions may be performed on a ticket. Each ticket action in turn results in a tick status - even if the status of a ticket does not change.

The dialog allows for creating, editing, and deleting status values. Each status must be assigned a name and optionally its own icon.

Note: There are two types of statuses: internal as well as self defined. The difference is that internal statuses cannot be deleted and their status number cannot be changed. They are part of the core functionality of i-net HelpDesk.

Each status has a unique status value which, depending on the number value, has a special meaning:

• < 100 represents a request - a ticket that has not yet been authorized.
• 100 - 199 represent authorized, unprocessed tickets that will be automatically escalated when their escalation time has expired.
• 200 - 299 represent tickets that are processed by a resource.
• >= 300 represent finished or deleted tickets.

Tickets that are finished can be reactivated to be processed again. However, there is a special handling to prevent reactivation. This is useful, for example, if a completed ticket has already entered billing.

Two cases are distinguished:

1. General lock
2. Lock for end user / customer

In each case, a new status must be created, which must necessarily have a number from a certain range:

• 360 - 364: general lock - e.g. new status "For billing".
• 365 - 369: ticket can still be reactivated by dispatchers - e.g. new status "Finished (closed to customers)".