An item’s Lifecycle Status in OneDesk is a configurable Status for an item which denotes the current progress of the item. OneDesk provides a selection of pre-created Lifecycle Statuses for Tickets, Tasks, and Projects. These each have different Statuses that are available to you when you sign up for OneDesk.
It is possible to change the default Lifecycle Statuses of a Ticket, Task, or Project in OneDesk to match what works best for you and your business. Customization settings include renaming Statuses, adding new Statuses or removing existing Statuses, changing the Status color, changing the associated Lifecycle State, and more.
Lifecycle Status vs. Lifecycle State:
The Lifecycle Status can have any name you wish to give it. The three available States encompass all Lifecycle Statuses, such as whether an item is new and has not been addressed yet (Not Started), is currently being worked on (In Progress), or has been completed (Finished).
OneDesk offers you the ability to create and name several Lifecycle Statuses for your items, so you can have a variety of use cases for these three main States. For example, a Ticket that is Finished can be “Resolved,” but in other cases it might be better to name it “Closed” or the name could have other indicators specific to your company and workflow as well. You can have multiple Statuses under each of these three States.
How to Customize Lifecycle Statuses
To change aspects of an item’s Lifecycle Status in OneDesk, you can click “Configure Statuses” from the Lifecycle Status drop-down when inside an item. You can also go to More applications -> Administration -> Tickets, Tasks, or Projects, depending on the application whose Status you wish to edit.
For example, let’s edit the Statuses that appear for a specific type of Ticket, so we will select the default type “Tickets” from the list:
Next, select “Manage Statuses” under “Statuses” for our Tickets.
Here, you can click on the Status name and color to change them.
You can also set the State to “Not Started”, “In Progress”, or “Finished.”
Additionally, you can add new Lifecycle Statuses, drag and drop Statuses to change the order in which they appear on new items, set a Status as the default when an item is created, and delete existing Statuses.
The optional “Prompt to Complete” drop-down offers you the ability to require a user to complete a specific field or action before changing the Lifecycle Status.
Let’s create a new Lifecycle Status for our Tickets.
First, type the name of the new Lifecycle Status you’d like to add:
Hit Enter after typing the name, and choose the color and State. You can optionally select the Prompt to Complete, if you wish. Then you can close the window and your new Lifecycle Status will be saved.
Once you close the window, this new Lifecycle Status will be available on all Tickets.