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A disposition is why the ticket ended up the way it did — Refund issued, Could not verify identity, Duplicate of existing request. Oration stores one current disposition on a ticket, chosen from the disposition code set attached to the ticket type.

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Attach a set to a type

On the type detail page, choose a disposition code set. Until a set is attached, agents cannot dispose tickets of that type. The set is the same nested catalog you use elsewhere in the contact center (codes through several levels). The ticket picker shows each code as a breadcrumb, such as Billing / Refund / Issued.
Cloning a ticket type reuses the same set. It does not copy codes. Update the set in one place and every type that points at it sees the change.

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Dispose a ticket

On the ticket, open Disposition and pick a code. That code must belong to the type’s set (any depth).
  • If the ticket had no disposition, this is the first one (from empty → to the code)
  • If it already had one, the current code is replaced (still one current disposition)
  • Choose Not disposed to clear it
Each change writes a disposition log with:
  • From code and to code
  • Path snapshots (the breadcrumb at that moment)
  • Who changed it
  • Optional note
The log stays even if codes are later renamed, because the path is snapshotted.

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When to dispose

Common practice:
  • Set a disposition when you resolve
  • Change it if the outcome was wrong (duplicate vs not a defect)
  • Leave it empty while work is still in progress, unless your QA requires an early code
Disposing does not by itself change status. Move the ticket to Resolved when the work is done.

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Permissions

Applying a disposition is a ticket update, not a settings change. Teammates who can update tickets can dispose them. Creating or editing code sets stays in contact-center settings.