# Tickets

The four tabs that decide how a repair behaves: the statuses it moves through, the fields on it, the fields on its work report, and how reports are issued.

This is the screen that is genuinely Repairs' own. Its four tabs decide what a repair can be, what you record on it, and what the customer is handed at the end.

Go to **Settings > Tickets**. Four tabs: **Statuses**, **Custom Fields**, **Work Report Fields** and **Report Settings**.

## Statuses

![The Statuses tab of Tickets in Repairs Settings, headed Ticket Statuses above the line The statuses a repair moves through. One is the default every new ticket opens in, and each belongs to a workflow step. An Active statuses filter and a blue Status button sit at the right. A table with columns STATUS, WORKFLOW STEP, ENABLED, DEFAULT and ACTIONS lists twelve statuses, each a coloured chip marked System: Pending and In Progress under Open; Repaired, Completed, Unlocked and Repaired & Collected under Closed; Cancelled and Disposed under Cancelled; Waiting on Customer, Waiting for Parts and Customer Reply under On Hold; and Warranty Repair under Warranty Repair. Every row is enabled, and a gold star marks Pending as the default.](https://www.sorviai.com/help/repairs/settings/tickets-statuses.png)

*The star is the status every new ticket opens in. The Workflow Step column is what reporting groups by.*

The statuses a repair moves through. One is the default every new ticket opens in, and each belongs to a workflow step.

*The Statuses tab*

**Move a ticket through its statuses** covers what each of the twelve means in practice, and why the ticket and the individual repairs on it are tracked separately.

> **Warning:**
>
> **The workflow step is not cosmetic**
>
> A status filed under the wrong step makes every open-versus-closed figure wrong, on the overview and in the reports. Set it when you create the status, not after somebody queries a number.

## Custom Fields and Work Report Fields

Two field-customisation tabs for two different records: **Custom Fields** adds fields to the ticket, and **Work Report Fields** adds extra fields to capture on a work report. Each shows a **Custom Fields Usage** count against the limit for the workspace.

## Report Settings

![The Report Settings tab of Tickets in Repairs Settings, headed Report Settings above the line How work reports behave: when the button is offered, and the warranty text that goes on them. A WORK REPORT BUTTON section explains that Create Report appears at every repair status except cancelled devices, and holds a switch reading Allow work reports on cancelled devices, turned off. A WARRANTY section holds Show the warranty section in the report PDF, turned on; a Default warranty statement box; and a Predefined warranty statements box with an Add button.](https://www.sorviai.com/help/repairs/settings/tickets-report-settings.png)

*Warranty wording set here is what a technician starts from, so it is written once rather than retyped per job.*

*The Report Settings tab*

> **Note:**
>
> **Create Report is offered at every status but one**
>
> Cancelled devices are the exception, and that is the switch above. A report that already exists stays viewable and printable whatever the status becomes.

> **Tip:**
>
> **Write the warranty statements once, here**
>
> A warranty typed fresh on each report drifts, and the wording is the part a customer may hold you to. Predefined statements keep the promise identical across technicians.