State

A state is a ticket's position on the board; each state is open or closed, one open state is the reopen target, and one closed state may be the customer-resolve state.

Written for
user, admin, integration-developer
Roles
Requires
Feature
workflow

A state is where a ticket stands in the workflow. States are the columns of the board, in the order the workspace sets. A new workspace starts with Backlog, To do, In progress, Review, and Done. Every state belongs to one of two categories, open or closed, and that category drives everything that depends on whether a ticket is finished: the "open tickets" counts, the closed-at timestamp, and billing "when the ticket closes".

How it relates to other concepts

  • The reopen target is the single open state new tickets start in and reopened tickets return to (Backlog by default).
  • The customer-resolve state is the closed state a regular client user may move their own ticket to (Done by default). It can be set to Disabled.
  • A ticket's closedAt is set when it moves from an open to a closed state and cleared when it moves back.
  • A ticket on a project with billing mode "when the ticket closes" is billed once it is in a closed state.

Rules

  • There is no state machine: an authorized person may pick any state at any time.
  • Exactly one open state is the reopen target. The customer-resolve state must be a closed state.
  • Who may change state: Owners and Admins; any workspace user on an Inbox ticket; full project members; and a regular client user only on their own ticket, only to the customer-resolve state.
  • Reopen window (0–365 days, default 14): an email reply on a closed ticket within this window reopens it to the reopen target, unless the ticket has been redacted.
  • A state cannot be archived while tickets are in it or while it is the reopen target. Archiving the customer-resolve state clears that setting.
  • Keys are fixed after creation; names are 1–60 characters.

Example

Ola reports a bug; it starts in Backlog. The consultant moves it through In progress to Done. Ola replies by email nine days later, so the ticket reopens to Backlog and the consultant is notified.

  • Change a ticket's state Move a ticket between workflow states, close and reopen it, and understand what client users, email replies, and the reopen window can do.
  • Configure the workflow: states, kinds, priorities Define the states every board uses, the kinds tickets can have, and the priorities, plus the rules for inbound tickets, customer resolution, and reopening.
  • Use boards Read the workspace and project boards, filter them, and change state or assignee by dragging cards with the mouse or keyboard or from the card menu.
  • Email notifications Which events SAQ mails, who receives them by role and preference, how replies thread back to the ticket, and which mailbox sends them.