Our company recently migrated from Autotask PSA to Jira Service Management for our ticketing system. In Autotask, we could sort the "Status" column in various dashboard views and see them arranged in a particular order.
That order was the following:
- New
- Assigned
- In Progress
- Customer Note Added
- Scheduled
- Waiting Materials
- Waiting Customer
- Waiting Vendor
- On Hold
- My Work Complete
This order makes sense for our service desk because we always want to see the newest tickets at the very top of the queue, then those Assigned, currently being worked on (In Progress), etc.
In JSM, we haven't found a way to arrange the statuses similarly. At least nothing that was obvious/simple. Currently, our ordering is the following:
- New
- In Progress
- Waiting for Customer
- Scheduled
- Assigned
- Customer Note Added
- On Hold
Whether we sort ASC or DESC, it's still not useful.
I'm assuming this is where the opsbar-sequence property (example: here) comes into play, but I'm not entirely sure. Any help would be greatly appreciated!
