The Manage Problem Status feature allows the Service Desk team to define and manage the various statuses that a service ticket can have during its lifecycle (e.g., Pending, In Progress, On Hold, Resolved).

These statuses help users and support teams track the progress of each ticket, ensuring transparency and efficient handling.

1. Navigate to: Service Desk → Settings → Manage Problem Status
2. Enter the Status Name: Example statuses: Pending, In Progress, On Hold, Awaiting Approval, Closed, etc.
3. Set Status Options:
   • Active: Check this box to make the status available for selection.
   • Visible to Ticket Owner Only: Check this box if the status should only be visible to the ticket creator (e.g., for internal processing statuses).
4. Click Save: Save the new or updated status.