Create or Edit a QCST Status
This guide shows the workflow item modal fields: title, customer title, alias, color, ordering, behavior, and how to keep statuses understandable to both customers and staff.
Where this fits in QC Support Ticket
Departments answer “who handles this ticket”; Categories answer “what kind of issue is this.” Agent Department scope controls ticket authorization, while Category scope controls which classifications are offered for a selected Department. Keeping those concepts separate makes routing predictable.
Workflow vocabulary is shared support data. Status behavior controls the ticket lifecycle class, Priority weight controls ordering/urgency presentation, and Labels provide staff-facing organization without changing customer ownership or Agent authorization.
Primary location: Joomla Administrator → Components → QC Support Ticket → Settings → Organization and Ticket Setup.
How to do it
- Open the workflow-vocabulary area under Settings and add or edit a Status.
- Enter the internal/Agent Title and a clear Customer title. These can differ so customer wording remains understandable.
- Set alias, color and ordering.
- Choose the intended Status behavior (for example NEW, OPEN, WAITING_CUSTOMER, WAITING_AGENT, ON_HOLD, RESOLVED, CLOSED or ARCHIVED).
- Publish and save, then open an accessible ticket in Agent Queue to verify the Status appears with the correct Agent/customer wording.
Key fields and behavior
| Item | Current behavior |
|---|---|
| NEW | Newly created work |
| OPEN | Actively open work |
| WAITING_CUSTOMER | Waiting for the requester/customer |
| WAITING_AGENT | Waiting for support staff |
| ON_HOLD | Paused/held work |
| RESOLVED | Resolved but distinct from final closed state |
| CLOSED | Closed ticket state |
| ARCHIVED | Archived lifecycle state |
Status fields to review
| Field | Purpose |
|---|---|
| Title | Staff-facing Status name. |
| Customer title | Customer-facing wording when different terminology is useful. |
| Alias | Stable identifier/alias. |
| Color | Visual cue in ticket lists/details. |
| Ordering | Position in selectors/lists. |
| Status behavior | Maps the label to NEW, OPEN, WAITING_CUSTOMER, WAITING_AGENT, ON_HOLD, RESOLVED, CLOSED or ARCHIVED logic. |
| Published | Controls whether the Status is available for normal selection/use. |
Safe change
Before changing a Status behavior on a live system, find existing tickets using that Status. Renaming a label is mainly presentation; changing the mapped behavior can change how those tickets are treated operationally. Test with a disposable ticket first.
Verify the result
- The Status appears with the intended staff/customer label, color, ordering, behavior and Published state.
- A disposable ticket can select/use the Status only where its current behavior/state makes sense.
Community Discussion
For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.