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The status catalog is shared across the workspace. A type attaches the statuses it wants. That is how Refund can offer Waiting on finance while Bug offers Waiting on engineering, without duplicating the whole catalog. Configure attachments on the type detail page: Settings → Contact Center → Tickets → Ticket Types → [type].

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What gets attached automatically

When you create a type, Oration attaches every system status in the workspace. The in progress system status is marked as the type’s default. You can attach more custom statuses later. You can detach custom statuses you no longer want on that type. Keep at least one in-progress status attached so new tickets have a default.

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Attach a status

1

Create the status if it does not exist

Custom statuses are created under Ticket Statuses, not on the type. Example: Waiting on finance in the Waiting on customer category.
2

Open the type

On the type, add the status from the catalog. The picker on tickets of this type now includes it.
3

Set default if needed

Mark one in-progress attachment as default. New tickets of this type start there. The default is also used when a customer reply should leave Waiting on customer.

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Detach a status

Detach a status when this type should no longer offer it. Existing tickets that already sit in that status keep the status; they just cannot move back to it from the type picker if it is no longer attached.
Do not detach every in-progress status. Creating a ticket of this type requires a default in-progress status. If none is attached, create will fail with an error asking you to attach one first.

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How the ticket picker uses attachments

On a ticket, the status dropdown shows:
  • Statuses attached to the ticket’s type
  • That are not archived
Archived catalog statuses stay on tickets that already use them, but they disappear from new moves. See Customize statuses.

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Cloning a type

Cloning a type copies the attachments and points them at the same catalog statuses. It does not clone the status rows themselves. Refund (Copy) still uses the workspace’s Waiting on finance status, which is what you want.