Understand Which Ticket Statuses Agents Can Select

This article explains that Agents can select active statuses for accessible department tickets while inactive statuses/out-of-scope tickets remain blocked server-side.

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.

Before you begin

  • Use a normal Frontend Agent account for verification. Testing only as Joomla Super User can hide Department-scope or menu-access problems.

Selection rules

  • The Agent sees/selects active Status definitions that QCST allows for an authorized ticket.
  • A hidden/inactive Status definition is not made valid by posting its ID manually.
  • QCST checks the ticket's Department and the Agent's current scope server-side before saving the change.
  • Customer-facing text can differ from the Agent title, but both point to the same underlying Status behavior.

Important behavior and limits

  • Frontend Agent access never substitutes for Joomla Administrator access; Agents work from the frontend Agent Queue and are re-scoped by department server-side.

Verify the result

  • The test Agent can open the Agent Queue and see allowed-Department tickets.
  • The same Agent is denied or does not receive tickets outside the configured Department scope.

Published definitions and behavior both matter

An Agent should select from current, active Status definitions that are valid for the ticket workflow. The human label alone is not the rule: each Status maps to a behavior such as OPEN, WAITING_CUSTOMER, WAITING_AGENT, ON_HOLD, RESOLVED, CLOSED or ARCHIVED. If administrators customize labels, keep the mapped behavior aligned with what Agents and customers will infer from the wording.

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.