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State Categories

State categories group similar states together based on their function in the ticket lifecycle. The Service Catalog includes three default categories that are color-coded for easy identification.

Default Categories​

To-Do Category (Black)​

  • Represents initial or pending states where action is required
  • Typically includes states like "New," "Open," or "Waiting for Input"
  • Indicates tickets that need attention or are in a queue

In-Progress Category (Blue)​

  • Represents active states where work is currently being performed
  • Includes states like "Under Investigation," "In Review," or "Being Processed"
  • Indicates tickets that are actively being worked on by agents

Done Category (Green)​

  • Represents final states where the ticket lifecycle is complete
  • Includes states like "Resolved," "Closed," or "Completed"
  • Indicates tickets that require no further action

Custom Categories​

While the three default categories cannot be deleted, you can add custom categories to match your organization's specific workflow needs:

  1. In the Workflow Editor, click "Add Category."
  2. Provide a name for the new category.
  3. Select a color for visual identification.
  4. Save the new category.

Categories help organize and visualize the workflow, making it easier to understand at a glance which tickets need attention and which are completed.