Move a ticket through its statuses

What each repair status means, and why the ticket and the work on it are tracked separately.

A status says where a repair has got to. Repairs tracks it in two places, and the distinction is the thing most worth understanding on this page: the ticket has a status, and so does every individual repair on it.

Highlights

Twelve statuses ship with the product, grouped into five kinds.
Each service row carries its own, so one fault can be done while another waits.
Changing a status is one selection from the row, with no form in between.
Every change is logged with who made it and when.
The list can restatus many tickets at once from the bulk actions menu.

The five groups

Statuses are grouped by what they mean for the job, and the picker shows those groups rather than one long list.

A ticket's Services panel with the Repair Status picker open on the first row. The picker holds a Search status box, then a heading Open with Pending and In Progress, then On Hold with Waiting on Customer, Waiting for Parts and Customer Reply, then Warranty Repair with a single Warranty Repair entry. Each status carries a coloured dot. Behind the picker the three service rows show a Pegler, a Hattersley and an Econosto gate valve with their faults and serial numbers. — The status picker, grouped by what the status means. The search box is there because twelve entries is more than a glance.

OpenPending, In Progress: The job is live and the workshop owns it. Pending is booked in and untouched; In Progress means somebody is on it.
On holdWaiting on Customer, Waiting for Parts, Customer Reply: Work has stopped and it is not your move. Each one names a different thing being waited on, which is what makes the hold answerable.
ClosedRepaired, Completed, Unlocked, Repaired and Collected: The work is finished. Repaired means it is fixed; Repaired and Collected means the customer has it back.
CancelledCancelled, Disposed: The job stopped and no repair happened. Disposed records that the equipment did not go home.
Warranty repairWarranty Repair: Work being done under warranty, kept separate so it can be counted and charged differently.

Change a status

Open the ticket and find the service row
Statuses live in the Repair Status column of the Services panel.
Select the current status on that row
The picker opens grouped, with a search box at the top.
Choose the new status
It applies immediately. There is nothing to save, and the change appears in the activity panel straight away.

Why the hold statuses are worth using properly

Three of the twelve mean "stopped", and reaching for the nearest one costs you the only report that can unstick a workshop.

What each hold status tells the next person
Status	What it means	Who moves next
Waiting for Parts	A component has been ordered and has not arrived	You, when the delivery lands
Waiting on Customer	The customer has been asked something and has not answered	Them
Customer Reply	They have come back to you and it needs reading	You, today