Why are newly created ticket statuses not showing in the dropdown?

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

After creating several new ticket statuses, they are not appearing in the dropdown to choose from when updating the status on a ticket.

Environment

Service Desk Manager (All Versions)

Cause

This is due to status transitions not being created for the new statuses that were added to the system.

Resolution

To resolve this, simply add status transitions for each of the existing statuses that you want to be able update to one of the new statuses.  You must create a status transition for every status that you want to be able to go FROM and TO, in order the new status to be visible and usable.

Additional Information

For additional info about Status Transitions, please see the documentation here:  https://docops.ca.com/ca-service-management/17-0/en/using/issue-management/define-status-transitions