Status management

Ticket statuses in the Thena Platform provide a structured way to track the progress and state of work items. The platform offers a flexible status system with parent-child hierarchy and customization options while maintaining essential system requirements.

System overview

When an organization signs up, four default parent statuses are automatically created: Open, In progress, On hold, and Closed. These serve as the foundation for your status workflow.

System requirements

Default status

• Minimum 1 system default status required
• “Open” status created by default
• Used for new ticket creation
• Can be changed if needed

Closed status

• Minimum 1 closed status required
• “Closed” status created by default
• Represents final state
• Can be changed if needed

Status hierarchy

Parent statuses

Default parents

System creates four initial parent statuses:

Open (system default)
In progress
On hold
Closed (system closed)

Parent capabilities

Each parent status:

Can have multiple sub-statuses
Has one default sub-status
Supports custom configuration
Maintains system requirements

Sub-statuses

Configuration

• Can be added to any parent
• Inherits parent properties
• Supports custom settings
• Maintains parent requirements

First sub-status

• Optional ticket migration
• Config flag available
• Moves parent tickets
• One-time operation

Platform configuration

Deletion rules

Parent status deletion

System status protection

Cannot delete:

System default status (Open)
System closed status
Status with active tickets

Requirements

System maintains:

Minimum one default status
Minimum one closed status

Sub-status deletion

Non-last sub-status

When deleting:
• Moves tickets to parent’s default sub-status
• Validates ticket migration
• Allows deletion after migration
• Maintains data integrity

Last sub-status

When deleting:
• Moves tickets back to parent status
• Ensures data preservation
• Allows deletion after migration
• Updates parent status

Delete scenarios

Status configuration

Core properties

Basic attributes

Status name
Description
Color coding
Icon selection

Behavior settings

Default assignment
Automation rules
Transition permissions (coming soon)
Notification triggers (coming soon)

API endpoints

Create status

{
  "displayName": "In Review",
  "description": "Ticket is being reviewed by the team",
  "isDefault": false,
  "name": "in_review",
  "teamId": "team_123",
  "parentStatusId": "status_456",
  "moveParentTickets": true
}

Creating a new status requires appropriate permissions. The status will be available for use immediately after creation.

Available operations

Status management

# Get all ticket statuses
GET /v1/tickets/status

# Create a new ticket status
POST /v1/tickets/status
Content-Type: application/json

# Get a ticket status by its ID
GET /v1/tickets/status/{id}

# Update a ticket status
PATCH /v1/tickets/status/{id}
Content-Type: application/json

# Delete a custom ticket status
DELETE /v1/tickets/status/{id}

All endpoints require authentication and appropriate permissions. System default statuses cannot be deleted.

For detailed API specifications, see Status Management

Best practices