Set up statuses

Restriction. By default, only the queue owner can configure a queue.

You can choose a set of available statuses for each individual workflow. These statuses can be assigned to issues under your workflow.

  1. Add a status
  2. Change status
  3. Remove a status

Add a status

  1. Select the workflow and click .

  2. On the Statuses and transitions panel, click Add status.

  3. Fill in the fields:

    Field Description
    Choose new status

    Select one of the available statuses.
    Previous status

    Select a status to transition from. If there are multiple statuses, you can add them later.
    Button name in English

    The name of the button in the Tracker interface that will switch the issue to this status. The same name is used for the transition in the editor.
    Button name in Russian

    The name of the button in the Russian Tracker interface that will switch the issue to this status.
    Field Description
    Choose new status

    Select one of the available statuses.
    Previous status

    Select a status to transition from. If there are multiple statuses, you can add them later.
    Button name in English

    The name of the button in the Tracker interface that will switch the issue to this status. The same name is used for the transition in the editor.
    Button name in Russian

    The name of the button in the Russian Tracker interface that will switch the issue to this status.

    The most popular statuses are available in Tracker by default. If you don't see the status you need, your company's admin can create it.

  4. Click Save.

Change status

Set this status as initial

Initial status is the first status of a newly created issue. To make the status initial:

  1. Select the workflow and click .

  2. Put the cursor on the desired status.

  3. Click the icon that appears.

Configure the action when comments are added

You can configure automatically changing the issue status when a comment is added:

  1. Select the workflow and click .

  2. Select a status in the Statuses and transitions panel.

  3. Go to the Actions on comment tab.

  4. In Choose an action, select one of the options:
    • “Do nothing” — New comments will not change the issue status.
    • “Return to previous status” — The issue will be reverted to its previous status.
    • “Make transition” — When a comment is added, the issue will be switched to the selected status.

  5. If necessary, enable the options Set assignee from previous status and Only if comment was left by assignee.

  6. Click Save.

Add transition

You can add transitions between statuses available in your workflow:

  1. Select the workflow and click .

  2. Select the initial status in the Statuses and transitions panel.

  3. Go to the Add transition tab.

  4. Configure a new transition:

    Field Description
    Transition to status

    Indicate the status to transition to.
    Button name

    The name of the button in the Tracker interface that will switch the issue to this status. The same name is used for the transition in the editor.
    Button name in Russian

    The name of the button in the Russian Tracker interface that will switch the issue to this status.
    Field Description
    Transition to status

    Indicate the status to transition to.
    Button name

    The name of the button in the Tracker interface that will switch the issue to this status. The same name is used for the transition in the editor.
    Button name in Russian

    The name of the button in the Russian Tracker interface that will switch the issue to this status.

  5. Click Save.

  6. Edit your transition if you want to add conditions or macros.

Remove a status

Restriction. You can't delete the initial status or a status that transitions originate from.

To remove a status from a workflow:

  1. Select the workflow and click .

  2. Put the cursor on the desired status.

  3. Click the icon that appears.

  4. Confirm the deletion.