How to make the status flow mandatory

Aakhib

Hello All,

In my environment, the techs does not follow the basic way of handling tickets is to update the ticket status.

I have Open,Work in progress,Pending,Resolved,Closed and Cancelled. 

What techs do it, they just put the tickets from open to closed or resolved state. I want to limit this, I want them not to jump the status. 

They should put open then go to work in progress mandated.. then to resolved.. and closed. 

Can anyone guide me to achieve this. 

@percyplant @typhoon87 @j_a_catlin 

percyplant

If you need the status to follow in series, then I suggest that you use a hidden custom field as a flag to keep the status, and use some action rules to keep track of the status.

Status 1 -> status 2 -> status 3 -> status 4

Action rules along the lines of....

If status1 set and custom field = blank then set custom field to status 1

If status2 set and custom field = blank then set status to status 1

If status2 set and custom field = status 1 then set custom field to status 2

If status3 set and custom field = blank then set status to status 1

If status3 set and custom field = status 2 then set custom field to status 3

etc