Your global Status Workflows (Partner > Settings > Status Workflows) apply to every client in your portal. They work well when every PSA board or queue uses the same status names. They break down when a client's tickets live on boards that each use a different "closed" status, because a single Close option can only map to one PSA status.
This article covers how to give one client its own set of status workflows so each option maps to the right PSA status for the board the ticket is on.
The symptom
A client admin selects Close Ticket in the portal and nothing happens, or the ticket does not actually close in the PSA. When you check the global workflow, the Close option maps to a PSA status such as Complete, but the ticket is on a board that uses Closed or Completed instead. Because the PSA Status field must match an existing status in the PSA exactly (it is case sensitive), the update fails for every ticket on that board.
If you have advisory alerts enabled for failed status changes, these failures will show up there first. We recommend sending those alerts to a distribution group rather than a single person so they are not missed.
Step 1: Confirm the statuses each board uses
In your PSA, list the boards or queues this client's tickets route to and note the exact closed status name on each one. For example:
- Tier 1 board: Closed
- On-Site board: Completed
- Projects board: Complete
Step 2: Create client-level status workflows
- Navigate to Partner > Clients and select the client.
- Open the Status Workflows tab for that client.
- Select Import to copy your global status workflows into the client. This gives you a working starting point that already includes your Close, Cancel and Re-open options.
- Edit the imported Close workflow, or add additional ones, so there is one Close option per board. Give each a label that tells the client which one to use, and set the PSA Status to the exact closed status for that board. For example:
- Label Close (Tier 1), PSA Status Closed
- Label Close (On-Site), PSA Status Completed
- Use the Show when ticket has one of these PSA Statuses and Exclude when ticket has one of these PSA Statuses triggers to control which option appears on which ticket, so the client only sees the option that applies.
- Save, then impersonate the client admin and test a status change on a ticket from each board.
Important: client workflows replace the global ones
Once a client has its own status workflows, that client follows only the workflows listed under its company profile. Any option you leave out at the client level (such as Cancel or Re-open) will no longer appear for that client, which is why importing the global set first is the safest starting point.
The same workflow options described in Status Workflows are available at the client level, including approval logging, priority changes, webhooks and the email and role triggers.
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