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Configure Custom Statuses and Relationships

  • Last Updated June 9, 2026

Topic

This article explains how to configure your ticketing boards in NinjaOne.

Environment

NinjaOne Ticketing

Description

This feature allows users to create new custom statuses that display as children of existing system statuses (New, Open, Waiting, Paused, Resolved, Closed). You can assign these custom statuses to any ticket and apply them to board conditions, board filters, and automations.

ticketing_custom.png
Figure 1: Configure custom statuses and relationships for NinjaOne Ticketing

Index

Select a category to learn more:

Custom Ticketing Statuses

Use the status of the ticket to communicate the progress of the ticket (pending, testing, backlogged, and more).

If there is a number next to the status name, this indicates that custom statuses have been added; click the arrow to expand the section and view new statuses.

To manage custom statuses, open the Custom → Status tab on the NinjaOne Ticketing configuration page; move your mouse cursor over the status to view customization options.

  • If the status is at the beginning of the list or primary level, you have the following options:
    • Edit status: Change the display name and notification options.
    • Add custom status: Create a secondary status.
  • If the status is nested or at the secondary level, you have the following options:
    • Edit status: Change the display name and notification options.
    • Delete: Erase the status.
ticketing_custom_status_edit.png
Figure 2: Ticket status → Change status settings or create a sub-status

The Resolved setting at Custom → Status works differently from other custom statuses; in addition to creating a display name, you must also select an option for Automatic transition for resolved tickets and Transition time for resolved tickets.

The data for the Automatic transition for resolved tickets drop-down menu is dependent on the custom fields configured for Closed statuses.

ticketing_custom_status_resolved.png
Figure 3: Select an automatic transition for resolved tickets

Ticketing Approval Workflow

NinjaOne Ticketing provides a default Approved and Rejected status, which you can use to build custom approval and rejection workflows and sort your tickets.

ticketing_approval statuses.png
Figure 4: View and manage approval and rejection statuses for NinjaOne Ticketing

When a ticket is approved or rejected, a notification will display in the Ticket activity section as a System activity.

ticket activity_system activity_accepted and rejected.png
Figure 5: View approval and rejection information within a ticket

Custom Ticketing Relationships

Use ticketing relationships when linking tickets or assigning parent tickets on the ticketing boards.

You must activate the Ticket Relations permission for technicians to access the setting for custom ticket relationships. Refer to our

Figure 6: Custom ticketing → Add relationship
  1. Give the Relationship name a unique identifier and optionally add a description.
  2. Click Add.

You can deactivate or change the name and description of relationships that you added in the system. You can only deactivate the native relationships that are tagged as System.

Currently, you cannot restore deactivated relationships.
Figure 7: Custom ticketing → Custom relationship modification options (click to enlarge)

Additional Resources

Refer to NinjaOne Ticketing: Resource Catalog to learn more about NinjaOne Ticketing.

FAQ

Next Steps