I would love if there is a way to enforce ticket status progression.
Eg: in my perfect world, you can move right until left is done, you can't move down until above is completed (save for special), can always regress but only progress until prerequisites are completed. Overrise by admin or ticket edit to force status change with reported reason.
Initial
New → Open → On Hold
Customer
Waiting on Customer → Customer Reply
Assessment
Diagnostics → Planning
Approval
Estimate In Progress → Awaiting Approval
Prep
Pending Parts Order → Waiting for Parts → Scheduled
Active
Awaiting Work → In Progress → Pending Installation → Pending Deployment
Financial
Awaiting Invoice → Awaiting Payment
Completion
Pending Pickup → Report → In Review → Resolved → Closed
Special
Lab → Automation → ATTENTION NEEDED
Edit/Update to this as per wrongecho
Flow: Initial Contact → Assessment/Diag → Pitch/Approval → Prep/Order → Do → Report/Deliver → Bill/Pay → Report/Resolve
New → Open → On Hold
│ └─> Diagnostics → Planning
│ └─> Estimate In Progress → Awaiting Approval
│ └─> Pending Parts Order → Waiting for Parts → Scheduled
│ └─> Awaiting Work → In Progress → (Pending Installation / Pending Deployment)
│ └─> Waiting on Customer → Customer Reply
│ └─> Awaiting Invoice → Awaiting Payment
│ └─> Pending Pickup → Report → In Review → Resolved → Closed
Special: Lab / Automation / ATTENTION NEEDED (override & escalate)
Rules:
Progress must be logical (don’t skip phases). Adjust if a ticket jumps stages.
Resolved auto-closes after 336 hours (14 days) → set reminders.
Use ATTENTION NEEDED to trigger immediate escalation when required.
Status Reference
Initial
New: Just created, awaiting triage.
Open: Acknowledged and active.
On Hold: Paused (no SLA).
Assessment
Approval & Finance
Work Preparation
Pending Parts Order: Quote approved; deposit > $50 required before ordering. Log order as Expense and link in ticket (internal comment with supplier, order #, tracking).
Waiting for Parts: Ordered; track ETA; confirm Expense entry.
Scheduled: Date/time set; tech assigned; device location known; ITFlow + Google Calendar entries created & shared.
Active Work
Awaiting Work: Ready to start.
In Progress: Work underway (approved quote required).
Pending Installation / Pending Deployment: Ready for that phase.
Customer Response
Financial
Completion
Pending Pickup: Device ready; notify; track pickup.
Report: Write findings & outcome summary.
In Review: Peer QA.
Resolved: Completed; auto-close in 14 days.
Closed: Final; cannot reopen.
Special
- Lab / Automation / ATTENTION NEEDED: Specialized handling / escalate now.