Status management
Understanding and managing ticket statuses in the Thena platform
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
Default parents
System creates four initial parent statuses:
- Open (system default)
- In progress
- On hold
- Closed (system closed)
Parent capabilities
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
System status protection
Cannot delete:
- System default status (Open)
- System closed status
- Status with active tickets
Requirements
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
Basic attributes
- Status name
- Description
- Color coding
- Icon selection
Behavior settings
Behavior settings
- Default assignment
- Automation rules
- Transition permissions (coming soon)
- Notification triggers (coming soon)
API endpoints
Create status
Creating a new status requires appropriate permissions. The status will be available for use immediately after creation.
Available operations
Status management
Status management
All endpoints require authentication and appropriate permissions. System default statuses cannot be deleted.
For detailed API specifications, see Status Management
Best practices
Status management
-
Plan your hierarchy
- Define clear parent categories
- Plan sub-status needs
- Consider workflow requirements
- Document status purposes
-
Configure thoughtfully
- Use clear naming conventions
- Set appropriate defaults
- Configure transitions
- Test workflow paths
-
Maintain efficiently
- Regular status review
- Update as needed
- Monitor usage patterns
- Optimize workflow