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

Parent capabilities

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

Requirements

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

Behavior settings

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