Custom Statuses
Add your own project, task and ticket statuses, and record whether each one is to do, in progress or done.
Projects, tasks and tickets each move through a list of statuses, such as Open, In Progress or Closed. Portablemind comes with a standard set for each, and your workspace can add its own alongside them, for example On Hold, Targeted or Delivered.
Statuses are managed in Administration → System Defaults → Status Management. You need access to Administration to change them.
The Status Management page
The page has a tab for each kind of status:
- Project Statuses
- Task Statuses
- Ticket Statuses
Each tab shows how many statuses it holds, and lists them with these columns:
| Column | What it shows |
|---|---|
| Name | The name people see on forms, filters and badges |
| Identifier | A fixed, machine-readable name (lowercase letters, numbers and underscores) |
| Category | To Do, In Progress or Done. See Categories and resolutions |
| Resolution | For a Done status, either Done or Won't Do. Shows a dash for any other category |
| Type | System for the standard statuses, Custom for ones your workspace created |
System and custom statuses
- System statuses are the standard set every workspace starts with. They're read-only: you can't edit or delete them, and the Actions column says Read-only.
- Custom statuses belong to your workspace. Only your workspace sees them, and you can edit and delete them with the pencil and bin icons.
If you need a status the standard set doesn't have, create your own rather than trying to change a system one.
Adding a status
- Open the tab for the kind of status you want (Project, Task or Ticket).
- Choose Add Status.
- Fill in the form:
- Status Name: what people will see, for example On Hold.
- Identifier: a unique name such as
on_hold, using lowercase letters, numbers and underscores. It can't be changed later. - Category: To Do, In Progress or Done. A new status starts in To Do.
- Resolution: only appears when the category is Done. Pick Done or Won't Do.
- Choose Create.
To change a custom status, use its pencil icon. You can change the name, category and resolution. The identifier stays as it was.
Categories and resolutions
Every status, system or custom, has a category that says where work in that status stands:
| Category | Meaning |
|---|---|
| To Do | Not started yet |
| In Progress | Being worked on |
| Done | Finished. Nothing more will happen to it |
Done means the item's life is over. It doesn't say whether the work actually got done. That's what the resolution is for, and only Done statuses have one:
| Resolution | Meaning | Example |
|---|---|---|
| Done | The work was completed | Resolved, Delivered |
| Won't Do | It was closed without the work being done | Cancelled, Rejected, Duplicate |
So a Cancelled status would be Done / Won't Do: finished, but not completed. If you've used Jira, these work the same way as its status categories and resolutions.
System statuses come with their category already set. For example, the task statuses Blocked and On Hold are In Progress (work that started and then stopped), Ticket Resolved is Done / Done, and the task status Cancelled is Done / Won't Do.
Custom statuses start in To Do. Set the right category when you create one, or edit it afterwards, so that a status like Delivered is recorded as Done / Done rather than To Do.
What a category changes
System statuses behave as they always have. Task Completed counts as finished work, Ticket Resolved and Ticket Closed close a ticket, and so on, whatever category they show. The one exception is agent waits (below), which now also wake on other Done statuses such as Cancelled.
A custom status is treated like its system equivalent once you set its category. While a custom status is in To Do (where every new one starts), nothing below applies to it.
| Your custom status | What happens |
|---|---|
| Task status set to Done / Done | It counts as completed work, the same as Task Completed: the task's progress goes to 100%, and it counts towards sprint velocity (story points) and burndown. A ticket linked to the task shows Shipped in its roadmap summary |
| Task status set to In Progress | A ticket linked to the task shows In Progress in its roadmap summary |
| Task status set to Done / Won't Do | The task is finished but not completed. It doesn't count as completed work, and the task keeps the progress it had |
| Ticket status set to Done (either resolution) | The ticket is closed, the same as Ticket Resolved or Ticket Closed: a customer can no longer reply on it from the support portal and opens a new ticket instead. Your own team can still write on it |
| Project status set to Done (either resolution) | The project is treated as finished, the same as Completed or Cancelled. It's no longer offered as an Application to file tickets against |
Agents waiting for a task. An AI agent told to wait until a task is completed now also wakes up when the task reaches any Done status, system or custom, including Cancelled. In that case the agent is told the task was resolved without being completed.
Note: the app's lists, boards and filters, including the Tickets Active view, don't sort or filter by category yet. The Active view still hides only Ticket Resolved and Ticket Closed.
Where your statuses appear
- Tickets: your workspace's ticket statuses, custom ones included, appear in the Status field when you create or edit a ticket, in the Tickets Status filter, and on each ticket's status badge, using the names you gave them. See Tickets, Partners & Support Portal.
- Dashboard ticket widgets: a widget that filters tickets by status also accepts your custom ticket statuses.