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Barracuda Managed Workplace

Creating Custom Ticket Statuses

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You can create custom ticket statuses in Barracuda Managed Workplace for more comprehensive ticket status mapping with your ConnectWise Manage, Salesforce, or Remedy PSA 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 Managed Workplace, you can create custom statuses in Service Center, and then map these custom statuses to the appropriate ticket status in your PSA. For more information, see the Barracuda Managed Workplace Integration Guide - Service Desks.

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.

If you have a Autotask, Tigerpaw, Fieldpoint, Solutions 360, or a custom PSA integration installed, you can create custom ticket statuses, but the only attribute that will be passed to the PSA is whether the ticket is a closed status. For this reason, it is only recommended to create custom ticket statuses if you also have ConnectWise Manage or a Salesforce PSA installed.

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 box.
  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

You cannot edit the Barracuda Managed Workplace system ticket statuses.

  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. Select or 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.
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