Status change on SR without activities
I would like to ask that you have the same situation.
For SR I use standard status: New / Submitted / In progress / On hold / Completed / Cancelled / Closed. This SR type don't have any activities.
User creates a SR with status "New", then are created relations and after 3 second it get "In progress" but next it get status "Submitted" - probably after enetering into the SR by analitycs.
Analityc can change the status only for "Completed" or "Canceled" and Closed - after "Completed".
I thought that status "Submitted" should be when I make "Acknowledge". But after clicking it nothing happened (only comment is added).
The "Submitted" status is almost for all the SR life.
Is it correct? How to set status "In progress" - when the acknoledge button is clicked? Is it posiible without using activities?
How to make the status "On hold" or "Waiting for user" when I send ask for user eg. for addtional information. I try to use Action log notify but there is a problem to set notification only for Analyst - according to community.
History log below: