How to Use Issue Status Groups

  Who is this article for?  

  Issue Managers, Issue Administrators

Issue status groups are used to batch a series of statuses together to assign to an Issue type. Assigning a status group to an issue type restricts the issues so that only the statuses within the group are available for selection. For example, you may have some issues where you want to allow users to select 'On Hold - Awaiting customer response', whereas that may not be appropriate for other types of issue.

Within this article we will be discussing how to view the Status group list, Create a new status group and edit an existing status group.

This article is split into three sections:

1. How to view the Issue Status Groups
2. How to Create an Issue Status Group
3. How to Edit an Existing Issue Status Group

How to view the Issue Status Groups

To view the status groups list:

1. Navigate to Home, then Issues and then Issue Status Groups.  You will taken to a page similar to the below:

2. Select any status from the list and click on the  Options button and select View to view the status group details.

How to Create an Issue Status Group

To create a new issue status:

1. Navigate to Home then Issues and then Issue Status Groups. 
2. Click the  Create button at the top right of the page and will be taken to the Create Issue Status Group page as per the image below:

3. Enter a Title for the status group.
4. By default the status group included will be Raised - Open and Raised - Closed.
5. To add additional statuses to the list you can either:

1. 1. Click the  Select button to select an existing status to add to the group.  A new screen will appear as per the image below:

1. 2. From here, you can select or de-select the statuses you wish to associate with the status group - to do this, you need to check the boxes in the relevant rows and select Confirm.
   3. Alternatively, if the status doesn't exist you can create this using the instructions here.

How to Edit an Existing Issue Status Group

To edit an existing issue status:

1. Navigate to Home then Issues and then Issue Status Groups. 
2. Select an existing status from the list and click on the  Options button and select Edit - this will take you to the Edit Issue Status page as per the image below:

3. You will then be able to amend any of the detail fields.