Prior to July 2021, managing ticket workflows in CloudRadial was handled differently. The diagram below shows how the previous settings were migrated to the newer workflow standard. In addition, the following tokens were created to facilitate the changes:
- @DefaultApprovalNeeded. Created to handle the situation where the "Is approval and email notification required?" checkbox is checked in routing, but the status is set to @DefaultStatus. Going forward the initial ticket status should be the initial approval required status.
- @DefaultApproved. Created to handle the situation for admin self-approvals on the initial ticket submission.
Note: If the Client Reopens status setting is blank, the Reopen option will not be created. If you were relying on the previous behavior of having Reopen set the PSA's default status, you will need to manually add this option back with the correct status to the Status Workflows.
For more information on using Status Workflows, click here.
Transition to Status Workflows
(old settings to new settings)