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1. Navigate to MANAGE> ADMINISTRATION> Tools> Value Lists.
   
2. On the Manage Value List tab, click the value list item that you want to modify. The details of the value list are displayed on the Value List Details tab.
3. On the Value List Details tab, you can perform the following actions:
   • Add a value by clicking the plus icon at the bottom of the page and supply the details for the new value.
   • Modify an existing value by renaming it, changing the sort order, and changing the background color.
   • Deactivate a value by clicking Set as Inactive. The inactive value is not visible in the corresponding drop-down list.
   • Activate a value by clicking Set as Active.
     Note: No bulk action is possible, only one record can be modified at a time.
4. Click Apply Changes. 

Adding Custom Ticket Status

Using Valuelists you can create your own ticket status based on the requirement. You can use the custom status in Process Flows, Workflow actions, and Autoroutes to create your process lifecycle for tickets.

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You can also use the custom status in Service Level Targets to pause calculation for the tickets. 

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The custom status can be used to disable editing tickets using the Configuration Parameter workspace.

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Follow these steps:

1. Navigate to MANAGE> Tools> Configuration Parameter.
2. Search for the parameter name: Ticket_Type>_DISABLE_USER_EDITING_TICKET_STATUS

For example: If the Ticket Type is Change Management, you need to specify the parameter name as "CHG_DISABLE_USER_EDITING_TICKET_STATUS"

     3. Specify the status in the Parameter Value field.

     4. Click Apply Changes.

Limitations: 

• Custom ticket status values do not support non-English characters.
• The following values are supported in English: 

           - Letters from A to Z and a to z

           - Uppercase and lowercase letters

           - Numbers from 0 to 9