> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oration.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Dispositions

> Apply one nested disposition code per ticket from the type’s code set. Changes are logged with from and to values.

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.

## 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`.

<Info>
  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.
</Info>

## 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.

## 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.

## 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.