Ticket statuses

Admin › Tickets › Statuses lists the statuses a ticket can be in, like New, Pending or Waiting on vendor. Call them what your team calls them. What schoolOS acts on is each status's meaning, never its name.

You can open the page with View ticket statuses. To change anything you need Manage helpdesk settings. Both are in the Helpdesk settings area of Admin › People › Roles.

Meanings#

Every status has one of six meanings:

| Meaning | What it means | SLA clocks | | --- | --- | --- | | New | Just arrived, not picked up. New tickets start here. | Running | | Open | Someone is working it. | Running | | Pending | Waiting on someone else, like the requester or a vendor. | Paused | | Awaiting approval | Waiting for its approvals. schoolOS moves a ticket here while an approval on its checklist is open, and back to Open (and routes it) when they're done. Not routed to a team while it waits. | Paused | | Solved | Fixed, waiting to see if the requester agrees. Starts the reopen window. | Stopped | | Closed | Final. | Stopped |

So you can have "Waiting on parts" and "Waiting on requester" as two Pending statuses, and both pause the clock.

Which meaning should a new status have?#

Pick by what should happen to the ticket, not by the name.

| If the ticket is… | Give it | Because | | --- | --- | --- | | Being worked, or scheduled to be worked by your team ("Scheduled", "Parts ordered, tech on site Tuesday") | Open | The SLA clock keeps running. Your team still owns the next step. | | Waiting on someone outside your team ("Waiting on requester", "Waiting on vendor RMA") | Pending | The SLA clock pauses, so the wait doesn't count against you. If pending-ticket cleanup is on, these tickets close after that many days without an update. | | Waiting for someone to approve it ("With the principal") | Awaiting approval | The SLA clock pauses and the ticket isn't routed until it's approved. schoolOS moves tickets in and out of it for you; you rarely set it by hand. | | Fixed, but the requester should get a chance to say it isn't ("Fixed, awaiting confirmation") | Solved | Starts the reopen window, then closes on its own. | | Done, with no way back for most people ("Closed – duplicate") | Closed | Final. Reopening needs Reopen closed tickets. |

Adding a New status is rare: new tickets start in the default one only.

For example, a Facilities team adds "Scheduled for summer" for work that can only happen when school is out. As Pending, the clock pauses for months, which is honest if the wait is out of your hands, but pending-ticket cleanup would close it. As Open, the clock runs and the ticket shows as breached. For planned summer work, Pending with cleanup off (or a long cleanup period) is usually right.

How statuses move#

A ticket can only move between meanings in these ways:

• New to Open, Pending or Closed.
• Open to Pending, Solved or Closed.
• Pending to Open, Solved or Closed.
• Solved to Open (reopened) or Closed.
• Closed is the end. Only people whose role has Reopen closed tickets can bring a closed ticket back to Open.

Moving between two statuses with the same meaning is always allowed. schoolOS refuses any other move, with "A ticket cannot move from … to …".

Whose statuses you see#

A line under the page's description tells you which set you're looking at:

• The platform defaults. Your account hasn't changed anything yet. The first change you make copies the whole set to your account (or to the department you picked), then changes your copy. The platform set stays as it is.
• The set shared across your account. Every department uses it until a department gets its own. When departments are on, the first change you make with a department picked copies the set just for that department.
• The department's own statuses. Only that department uses them.

Tickets keep working through the copy: their status follows to the copied row.

Change the shared set when every department works the same way. Give a department its own set when its work really differs: Facilities might need "Scheduled" and "Waiting on parts", while IT needs "Waiting on requester" only. Each department with its own set is one more list to keep up, and a status a department adds itself only ever finds that department's tickets in a filter.

The list#

At the top: Search statuses... filters by name or meaning. Filter narrows the list to one or more Meanings, or to where a status comes from (Visibility). Department picks whose statuses you're changing, when you have more than one department. Columns hides or reorders the columns; the count beside it says how many statuses you're seeing.

Columns, left to right:

• Name. A dot in the status's color, its name, and badges: Built-in for the six statuses schoolOS ships (New, Open, Pending, On Hold, Solved, Closed) and Default (the New status new tickets start in). Its description shows underneath. Accounts set up before October 2026 may also have a built-in In Progress (meaning Open): schoolOS shipped it in place of Pending. Where your tickets have used it, it stays, so nothing about those tickets changes; where they never did, it was removed. Pending, like Freshservice's, Freshdesk's and Zendesk's, means waiting on the requester or someone else, so the SLA clock pauses.
• Meaning. A lock means it's built-in and its meaning can't change. Hover for what the meaning does.
• Order. The arrows move a status up or down the list. Pickers show statuses in this order. The arrows are off while you're searching or filtering, or while the list is sorted by another column.
• Visibility. Where the status comes from: Platform (schoolOS's defaults), Account (shared by your whole account) or a department's name.
• Usage. How many tickets are in this status.
• The … menu at the end of a row has Edit, and Delete for a status you added.

Select a column's heading to sort by it; the list starts in Order.

Add or edit a status#

Select New status, or select a row (or Edit in its … menu).

• Name. Up to 50 characters. Two statuses in the same set can't share a name.
• Meaning. Pick one of the five. Built-in statuses keep theirs, so to get a different meaning, add a new status.
• Color. Pick or type one, like #3b82f6. Optional: without one, the status uses its meaning's color.
• Order. Lower numbers list first. Blank adds it at the end.
• Default. Shown only for a status whose meaning is New. New tickets always start in a New status; when you have more than one, the one marked Default is where they start. A status that stops meaning New stops being the default.
• Description. An optional note for your team.

Select Create status, or Save changes when editing.

Delete a status#

Only statuses you added can be deleted. The six built-in ones can be renamed and reordered instead.

A status with tickets in it can't be deleted. The confirmation tells you how many; move those tickets to another status first.