# 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.](https://www.sorviai.com/help/repairs/tickets/status-dropdown.png)

*The status picker, grouped by what the status means. The search box is there because twelve entries is more than a glance.*

- **Open** (Pending, 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 hold** (Waiting 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.
- **Closed** (Repaired, Completed, Unlocked, Repaired and Collected): The work is finished. Repaired means it is fixed; Repaired and Collected means the customer has it back.
- **Cancelled** (Cancelled, Disposed): The job stopped and no repair happened. Disposed records that the equipment did not go home.
- **Warranty repair** (Warranty 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.

> **Tip:**
>
> **Restatus a batch from the list**
>
> Select several tickets on the list and the bulk actions menu offers a **Mark as** entry for every status. It is the fastest way to move a morning's finished jobs to Repaired in one go.

## 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 |

> **Warning:**
>
> **A ticket status is not the sum of its rows**
>
> Repairs does not roll the rows up into a single ticket answer, because there is no honest one. A job with two repairs finished and one waiting for a part is neither finished nor waiting. Read the row statuses when you want to know what is actually happening, and treat the ticket status as a headline.