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Update ticket status

Change the operational status of a ticket received in Ticket management to mark it as open, in review, resolved or closed. The action updates the visible detail and confirms the change with the Status updated notice.

In this article

Use this guide when a support person needs to organise the follow-up of a ticket without replying to the user or adding attachments.

Status management is global to support: it opens at `/support-requests/:reportId?`, requires the system permission `user-reports:manage` and does not depend on an organisation or location route.

Before you start

  • Session signed in to Antylogic.
  • System permission `user-reports:manage`.
  • An existing support ticket with `reportId`, opened from `/support-requests` or directly from `/support-requests/{reportId}`.
  • The support inbox and the ticket detail must load correctly.
  • For captures in the GB demo, create a real ticket only in the documentation runtime of Harbor Demo Group / Harbor Soho and record the gap if no pre-seeded `REPORT_ID` exists.

Instructions

  1. 1.

    Enter Ticket management

    Open `Ticket management`. If the link includes `reportId`, Antylogic selects that ticket; if you enter the inbox, choose the ticket you want to review before touching the status.

  2. 2.

    Review the detail

    Check the title, the reporting user, the type, the current status, the available context, the creation date and `Last activity`. If the detail does not load, do not confirm changes from that ticket.

  3. 3.

    Choose the new status

    In the `Status` section, open the selector and choose a status other than the current one: `Open`, `In review`, `Resolved` or `Closed`. The `Update status` button is only enabled when there is a pending change.

  4. 4.

    Confirm the change

    Press `Update status`. The app sends only the new `status` to `PUT /api/app/support-requests/{reportId}/status` and waits for the updated ticket response.

  5. 5.

    Check the result

    Verify that `Status updated` appears, that the badge reflects the new status and that `Last activity` is synchronised. If `Could not update` appears, review permissions, connection and ticket existence before retrying.

Validations and limits

  • The screen and the backend require `user-reports:manage` with system scope; an organisation or location permission is not enough.
  • The valid endpoint is `PUT /api/app/support-requests/{reportId}/status` and the body only contains `status`.
  • The accepted statuses are exactly `open`, `in_progress`, `resolved` and `closed`; the `all` option only exists as an inbox filter.
  • The backend trims whitespace, converts `status` to lower case and rejects empty or out-of-catalogue values.
  • The button is disabled if the chosen status matches the current one or if the update is in progress.
  • `resolved` and `closed` set the internal resolution date; `open` and `in_progress` clear it.
  • There is no comment, reason or attachments in this action, and no message is added to the conversation.
  • If the status really changes, Antylogic may create a notification for the creating user and send a best-effort email; do not document it as guaranteed delivery.

Expected result

The ticket is saved with the new operational status, the detail refreshes in Ticket management and support can continue the follow-up without having added messages or attachments.

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