Custom Status provides both an App and a WIdget to allow the replacement of the Status system field option values with those supplied via an alternative Custom field.
The corresponding system field will be hidden from view in the Ticket form and any Views and replaced with the alternative custom field.
The custom field will become visible and available for inclusion when creating and updating new Views.
First Create a Custom Status Ticket Field
It is first necessary to create a custom ticket field (3) with a list of options (4) for use as the custom Status.
This field can be given any name, e.g. "Ticket Status", and so need not be named "Type".
*Note: If the custom ticket Status is to be made available for selection in the Web Portal when submitting a ticket be sure to make visible and editable (5).
Configure the Custom Status App and Widget
*Note: if you haven't already done so, before attempting to configure this App please familiarize yourself with the section of this manual describing the deployment and configuration of Apps.
Once deployed and installed the Custom Status App (3) can be configured (4) and utilized from within the CloudSET Apps Library.
*Note: the configurator can also be invoked from within the CloudSET Widgets Library (5), since the configuration settings will apply to the use of the corresponding Widget in Web Portal.
Identify the Corresponding Custom Field Drop-Down in the Configurator
Select the corresponding custom field (1) that will be used as the replacement in the Ticket form, from those that already exist in your Zendesk account.
The list of options associated with the new custom Status field will be populated in the right hand panel of the configurator (2).
Map the Custom Status Option Values to the System Field Equivalents
For each of the option values in the system Status field (1) it will be necessary to map to a corresponding option values in the chosen custom field drop-down (2).
The custom Status will be introduced as a child node of the system Status option value (3), thus establishing a mapping.
The effect of this is that when the custom field option value is selected for a Ticket, the mapped value will be selected for the corresponding system field in the background, since the system field will now be hidden in the Ticket form.
If required it is possible to map a system value (4) to multiple custom field values (5), in which case selecting each of these custom field values fro a Ticket will cause the selection of the same system value in the background.
If necessary drag an existing Type to the "RUBBISH" bin (6) to remove a mapping.
Remember to click the Save button (7) to apply the settings otherwise they will be lost when navigating away from the configurator.
The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.
If no errors are reported, simply close the dialog (8), otherwise contact Coherence Design for support.
Close the dialog once the mappings have been saved (8).
Confirm Success of Custom Field Mappings (Agent Interface)
When creating a new Ticket, notice the presence of the custom field options (1).
Notice also that the Submit button is updated to reflect the selection made in the custom Status field (2).
*Note: when using a custom Status the list of system values is no longer presented for selection in the Submit button drop-down, and it will also be necessary to select the status in the custom field to change the value of the Submit button.
As such it will remain possible to search for Tickets using the system field options, or via a tag name corresponding to the custom field option.
It is also possible to create views using the custom field options and see the option values in the results.
Confirm Success of Custom Field Mappings (Web Portal)
Similarly when the end user views a ticket via the Web Portal, the system Status is hidden and replaced by the value set in the custom Status (1).
*Note: in order for Custom Status to take effect in the Web Portal, the Widget must have been deployed from within the CloudSET Widgets Library.