Ticket Status

Status is a system field, and thus is automatically included in every form (and cannot be removed).

Likewise, there are three seeded status values that will always be present. These three values are important when integrating with PEER™ IoT, as they have special id's behind the scenes to trigger certain actions, most often in stack light integrations.

Status Value	Description	State
Request Made	When a ticket is created, it always starts in this status, indicating it is in its first stage of its lifecycle.	Initial
Acknowledged	There are very few use-cases (if any) where a customer's ticket lifecycle does NOT include an "Acknowledged" status. This is typically the next status after "Request Made".	Intermediate
Closed	Closing a ticket triggers system behavior (removing it from the message center, triggering PEER™ IoT, etc). If custom statuses are introduced by a customer, they typically happen between "Acknowledged" and "Closed".	Terminal

Otherwise, custom statuses can be added using the Status Editor.

The "Status" field is a System Field. When adding/editing one, there are three "State Types" which determine how the ticket state is communicated to Stack Light integrations. These states are:

State Type	Description
Initial	When a ticket enters this status, the integration will communicate to the stack lights that the ticket is being created.
Intermediate (default)	When a ticket enters this status, the stack light interface will interpret it as an update to a ticket that is already open.
Terminal	While unusual, a status of this type would communicate to the stack lights that the ticket is now closed (typically turning off any stacklights that were lit when the ticket was opened).

In this section:

Ticket Status

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