Help — Status Resolution

Cockpit ITSM uses numeric IDs for ticket statuses. These IDs differ from one instance to another, so the application needs a reference ticket per type to retrieve the correct ID from your instance.

1. Log in to your Cockpit ITSM instance.
2. Go to the Tickets module (1), choose All tickets (2), then select the History — Tickets tab (3). Select a wide date range (4) and apply the filters (5).
3. Apply the following filters one at a time and note one ticket ID for each:
   • Type: INCIDENT / Status: New
   • Type: INCIDENT / Status: Acknowledged
   • Type: INCIDENT / Status: Auto-Completed
   • Type: REQUEST / Status: New
   • Type: REQUEST / Status: Acknowledged
   • Type: REQUEST / Status: To validate
   • Type: CHANGE / Status: New
   • Type: CHANGE / Status: Acknowledged
   • Type: CHANGE / Status: To validate
   • Type: PROBLEM / Status: New
   • Type: RELEASE / Status: New
4. Enter only the ticket number (digits only) in the corresponding field on the Ticket Status page and click Resolve.

• Enter only the ticket number — do not include any prefix, hash, or text.
• The ticket ID must match the type — an Incident ticket ID cannot be used to resolve a Request status.
• You only need to resolve statuses for the ticket types you intend to monitor.
• You can use different tickets to resolve different statuses of the same type — one ticket per status you want to capture.
• Once resolved, the status appears in the list and can be selected for filtering.