what is "Status: Ext:"

[ShamanSys]

When opening an existing ticket, I noticed an option called "Status: Ext:". What is "Status: Ext:" ? And what is the purpose?

[Support Team]

Re: what is "Status: Ext:"

Hi,

The Ticket's Status Ext. field can be used in order to refine the ticket status field. You can define a list of "sub-statuses" for this field, and use it when relevant. This is useful in case you need more "sub-statuses" in order to track the exact scenario, but you do not wish to utilize the main ticket status for this. For example, when you set the ticket as Completed, you can set this field to be "Pending Billing", or "Pending approval", etc. The ticket is still "Completed", but you can track any additional pending issue with it.

Basically, this is very flexible, and you can use it for your own needs. You can also rename this field (right-click and select Field Settings) and use it for any other purposes you can think of.

Sherry