Creating Custom Trouble Ticket Statuses

You can create custom ticket statuses in Barracuda RMM for more comprehensive ticket status mapping with your Connectwise or Salesforce configuration, or simply to create more descriptive ticket statuses for use within Service Center.

If your PSA configuration includes additional ticket statuses that do not easily match up with the four ticket statuses available with Barracuda RMM, you can create custom statuses in Service Center, and then map these custom statuses to the appropriate ticket status in your PSA.

When you create a custom ticket status, you can optionally designate it as a closed status. A closed status indicates that the ticket is not active and no further action is required. For example, you can create an on-hold or resolved ticket status and designate it as closed. You can create multiple closed statuses as required.

To create a custom ticket status

1. In Service Center, click Configuration > System Settings.
2. Click the Ticketing tab.
3. Click New.
4. Type a name in the Ticket Status Name field.
5. If the custom status is a closed ticket status, select the Closed Status check box.
6. Click OK.

To edit a custom ticket status

1. In Service Center, click Configuration > System Settings.
2. Click the Ticketing tab.
3. Click Edit in the row for the custom ticket status you want to edit.
4. Do one of the following:
   • Select the Closed Status check box.
   • Clear the Closed Status check box.
5. Click OK.

To delete a custom ticket status

You can delete a custom ticket status if it is not currently mapped to a PSA or service desk ticket status. If it is mapped, a notification message appears, and you must unmap the custom status before deleting it.

1. In Service Center, click Configuration > System Settings.
2. Click the Ticketing tab.
3. Select the check box beside the status you want to delete.
4. Click Delete.