Statuses & Workflows
Route: /org/resolve/settings?tab=workflows · Permission: Manage Helpdesk Settings
AI generation needs Create Service Desk Status and Workflow with AI.
1. What a workflow is
A status is where a ticket is in its life. A workflow is which statuses exist and which transitions are legal between them.
This tab carries the single most consequential setting in Resolve: which statuses pause the SLA clock. Get that wrong and every breach figure you report is wrong.
2. How it spreads
3. Field reference — Add New Status
| Field | Control | Required | Notes |
|---|---|---|---|
| Status Name | Text | ✅ | Placeholder e.g. CAB Review. What agents see |
| Status Code (alphanumeric) | Text | ✅ | Placeholder e.g. cab_review. Used in APIs and automations |
| Category | Selector | ✅ | To Do · In Progress · Done — the lifecycle bucket |
| Color | Picker | The chip colour on queue rows |
Categories
| Category | Means | Effect |
|---|---|---|
| To Do | Not started | Counts as open |
| In Progress | Being worked | Counts as open |
| Done | Finished | Stops the resolution clock |
A status can be flagged to pause the SLA clock. Both ticket clocks stop while a ticket sits in it and resume where they left off — see ticket detail.
The classic mistake is a Waiting on Customer status without the flag. Every hour the customer takes to reply counts against your team, and your SLA compliance collapses for reasons that have nothing to do with your service.
The opposite mistake is flagging a status your team owns — work stops being measured at all.
4. The Visual Workflow Map
A diagram of statuses and the legal transitions between them. A ticket's Move to control offers only the transitions defined here, so a status with no outgoing transition is a dead end.
Editing a live workflow does not retro-fit tickets already in flight. A ticket carries the version it was created under. After a significant change, expect old and new tickets to behave differently for a while.
5. Generate with AI
Generate Workflow drafts a status set and transitions from a plain-English description of your process. It is a proposal — review and edit before saving. See AI in Resolve.
6. Don't confuse this with…
| These two | Differ by |
|---|---|
| Status vs Issue type | Where it is vs what it is |
| Ticket statuses vs release stages | This tab vs the Release Board's Stages drawer |
| Ticket status vs release status | Workflow-defined vs a fixed four-value list |
Category (To Do/In Progress/Done) vs Ticket Classification | Lifecycle bucket vs subject taxonomy — same word, unrelated |
7. Troubleshooting
| Symptom | Cause |
|---|---|
| SLA compliance collapsed | A waiting-on-customer status is missing the Pause SLA flag |
| A clock never runs | The status is flagged Pause SLA when it should not be |
| Agents cannot move a ticket forward | No legal transition from that status in the map |
| Resolution clock did not stop | The status is not in the Done category |
| Old tickets behave differently | They are on an earlier workflow version |