Question

Can custom statuses like 'Spam' and 'Duplicate' be entered and their lifecycle configured?

Answer

It is not possible to create arbitrary system statuses or a custom transition matrix: requests use the common set of Swarmica system statuses.

Additional operational stages or reasons for completion can be stored in a separate custom field, such as 'Processing Stage' or 'Closure Reason' with values 'Spam' and 'Duplicate'. Filters, reports, and automation are configured based on these values.

Such a field does not become a system status and does not change the rules for calculating SLA or the request lifecycle on its own. There is also a separate operation for merging requests for true duplicates.

See also: Request Statuses · Can a separate workflow be set up for each team?